Customer Success Manager - escalation handling (Rochester, NY)

We are growing our team at Fernwood Ember Staffing 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 • Coordinate with support, billing and operations on retention issues. • Prepare simple reviews showing what the customer gets from us. • 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. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with timekeeping. Working arrangement • Full-time, Monday to Friday. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.