Customer Success Manager - escalation handling (remote)

We are growing our team at Redstone Forge Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. What you will do • 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. • Coordinate with support, billing and operations on network equipment issues. • Record feedback and help shape what we improve next. 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 billing accounts. • Ability to explain technical topics simply. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Louisville. • We will tell you what to expect at each step of the hiring process.