Customer Success Manager - escalation handling (Richmond, VA)

We are growing our team at Summit Quill Telecom and adding a Customer Success Manager whose main responsibility will be escalation handling. We keep people connected and take outages personally. What you will do • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on service installations issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with customer tickets. Working arrangement • Contract for four months, with clear deliverables from the first week. • On site in Richmond. • We will tell you what to expect at each step of the hiring process.