Senior Customer Success Manager - escalation handling (Oakland, CA)

We are growing our team at Rivermark Iron 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 • Coordinate with support, billing and operations on payment disputes issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with regulatory reports. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Oakland, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.