Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Stonegate Wren Telecom and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. Technicians and office staff share information daily. What you will do • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on field visits issues. • Check in regularly, listen for problems and fix them quickly. 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 • Experience with service installations. • Ability to explain technical topics simply. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in Fort Worth. • Applications are reviewed on a rolling basis.