Senior Customer Success Manager - escalation handling (remote)

Westbrook Birch Telecom builds and runs fibre and wireless networks in the Colorado Springs area, and we need a Senior Customer Success Manager to lead our escalation handling. Technicians and office staff share information daily. What you will do • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on customer tickets 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 • 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 outage reports. • Ability to explain technical topics simply. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Remote-friendly, with a monthly team day in Colorado Springs. • We reply to every applicant.