Senior Customer Success Manager - escalation handling (remote)

Northwind Cross Banking Services is a community-focused bank in Seattle serving households and small businesses, and we need a Senior Customer Success Manager to lead our escalation handling. We keep decisions close to customers and expect people to explain things plainly. What you will do • 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 fraud alerts issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. 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 • Experience with loan files. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Fully remote, with quarterly visits in Seattle. • We will tell you what to expect at each step of the hiring process.