Senior Customer Success Manager - escalation handling (remote)

Foxglove Ember Markets Group is a Tucson retailer with stores, a distribution centre and online ordering. We are hiring a Senior Customer Success Manager to take on escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Coordinate with support, billing and operations on supplier deliveries issues. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. 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 online orders. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, spread across three days. • Remote-friendly, with a monthly team day in Tucson. • We will tell you what to expect at each step of the hiring process.