Customer Success Manager - escalation handling (remote)

We are growing our team at Amberfield Mill Energy Group and adding a Customer Success Manager whose main responsibility will be escalation handling. Reliability is the job, and people here take pride in answering the phone at 3 a.m. when needed. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on outage response issues. • Check in regularly, listen for problems and fix them quickly. • 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 service connections. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Madison. • We will tell you what to expect at each step of the hiring process.