Senior Customer Success Manager - escalation handling (remote)

Summit Beacon Financial serves customers across New Orleans with accounts, loans and payments, and we need a Senior Customer Success Manager to lead our escalation handling. Teams collaborate across risk, service and technology. What you will do • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on payment disputes issues. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. 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 • Ability to explain technical topics simply. • Experience with customer onboarding. Working arrangement • Contract for eight months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in New Orleans. • We will tell you what to expect at each step of the hiring process.