Senior Customer Success Manager - escalation handling (remote)

Rivermark Fern Energy is an energy provider in Cleveland focused on reliable service and fair billing. We are hiring a Senior Customer Success Manager to take on escalation handling. We work closely with regulators and communities. What you will do • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on service connections issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • 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 meter readings. • 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 a monthly team day in Cleveland. • We will tell you what to expect at each step of the hiring process.