Customer Success Manager - escalation handling (remote)

Lumen Cross Banking Services is a community-focused bank in Toledo serving households and small businesses, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of about 887 people, working mostly from home. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on fraud alerts issues. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with branch operations. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Toledo. • We reply to every applicant.