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

We are growing our team at Rivermark Bright Financial and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • 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 loan applications issues. 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 • Ability to explain technical topics simply. • Experience with customer onboarding. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.