Customer Success Manager - escalation handling (remote)

We are growing our team at Foxglove Drift Banking Services Group and adding a Customer Success Manager whose main responsibility will be escalation handling. Most people here started in a branch and stayed. What you will do • Coordinate with support, billing and operations on loan files issues. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with fraud alerts. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Boston. • We will tell you what to expect at each step of the hiring process.