Senior Customer Success Manager - escalation handling (Grand Rapids, MI)

Westbrook Cross Banking Services Partners is a community-focused bank in Grand Rapids serving households and small businesses. We are hiring a Senior Customer Success Manager to take on escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on deposit accounts issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. 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 loan files. Working arrangement • Full-time, with a steady weekday schedule. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.