Senior Customer Success Manager - escalation handling (remote)

Foxglove Hollow Energy delivers power and gas plans across the Rochester region, 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. • 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 service connections issues. • 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. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with meter readings. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Rochester. • We will tell you what to expect at each step of the hiring process.