Senior Customer Success Manager - escalation handling (remote)

Westbrook Pine Markets serves neighbourhoods around San Jose with fresh food and everyday goods. 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 • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on pricing issues. • Check in regularly, listen for problems and fix them quickly. 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 • Experience with promotions. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with a monthly team day in San Jose. • Applications are reviewed on a rolling basis.