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

Westbrook Willow Staffing Group connects candidates and employers across the Austin region, and we need a Senior Customer Success Manager to lead our escalation handling. You would join a large organisation of about 650 people based in Austin. 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. • Coordinate with support, billing and operations on timekeeping issues. • 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 onboarding. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, afternoons. • On site in Austin, with some flexibility after the first few months. • We reply to every applicant.