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

We are growing our team at Greenridge Sparrow Telecom and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a large organisation of about 263 people based in Austin. What you will do • Coordinate with support, billing and operations on customer tickets issues. • 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. • 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 field visits. • Ability to explain technical topics simply. Working arrangement • Contract for three months, with clear deliverables from the first week. • On site in Austin, with some flexibility after the first few months. • We reply to every applicant.