Senior Customer Success Manager - escalation handling (Austin, TX)

Lumen Loom Markets serves neighbourhoods around Austin with fresh food and everyday goods, and we need a Senior Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on online orders issues. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with promotions. • Ability to explain technical topics simply. Working arrangement • Contract for nine months, with clear deliverables from the first week. • On site in Austin. • We will tell you what to expect at each step of the hiring process.