Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Bright River Financial and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. 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 customer onboarding issues. • 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 • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with loan applications. Working arrangement • Part-time, about 16 hours a week, spread across three days. • Remote-friendly, with an occasional day on site in Rochester. • Applications are reviewed on a rolling basis.