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

Greenridge Umber Telecom provides broadband and phone service around Grand Rapids. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a small organisation of about 25 people based in Grand Rapids. What you will do • Coordinate with support, billing and operations on customer tickets issues. • Look after a portfolio of customer accounts from setup through renewal. • 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. 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 outage reports. Working arrangement • Full-time, with a steady weekday schedule. • On site in Grand Rapids, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.