Senior Customer Success Manager - escalation handling (Cleveland, OH)

Cedar Birch Energy Group is looking for a Senior Customer Success Manager. The job centres on escalation handling for outage response, and it would suit someone who likes steady, practical work. You would join a small organisation of about 77 people based in Cleveland. What you will do • Prepare simple reviews showing what the customer gets from us. • 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 outage response issues. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with billing disputes. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, spread across three days. • On site in Cleveland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.