Senior Customer Success Manager - escalation handling (Knoxville, TN)

Lumen Forge Banking Services provides everyday banking and small-business lending around Knoxville, and we need a Senior Customer Success Manager to lead our 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 branch operations issues. 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 • Contract for eight months, with the possibility of becoming permanent. • On site in Knoxville. • We will tell you what to expect at each step of the hiring process.