Customer Success Manager - escalation handling (Richmond, VA)

Lumen Bridge Energy Group delivers power and gas plans across the Richmond region, and we need a Customer Success Manager to lead our 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 • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • 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 hardship programmes issues. 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 service connections. Working arrangement • Part-time, about 28 hours a week, mornings. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.