Customer Success Manager - escalation handling (remote)

We are growing our team at Greenridge Timber Markets and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 188 people, working mostly from home. What you will do • Coordinate with support, billing and operations on shrink and waste issues. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Experience with supplier deliveries. • Ability to explain technical topics simply. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with a monthly team day in Hartford. • Applications are reviewed on a rolling basis.