Senior Customer Success Manager - escalation handling (remote)

Summit Keystone Telecom builds and runs fibre and wireless networks in the Seattle area. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Look after a portfolio of customer accounts from setup through renewal. • 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 service installations 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. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with billing accounts. Working arrangement • Part-time, about 28 hours a week, mornings. • Fully remote, with quarterly visits in Seattle. • We will tell you what to expect at each step of the hiring process.