Customer Success Manager - escalation handling (remote)

Highbridge Granite Markets is a Denver retailer with stores, a distribution centre and online ordering, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on shrink and waste issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with online orders. • Ability to explain technical topics simply. Working arrangement • Part-time, about 28 hours a week, with flexible days. • Fully remote, with an occasional day on site in Denver. • We reply to every applicant.