Senior Customer Success Manager - escalation handling (remote)

Harborlight Maple Markets is looking for a Senior Customer Success Manager. The job centres on escalation handling for shrink and waste, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on shrink and waste 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. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with online orders. • Ability to explain technical topics simply. Working arrangement • Part-time, about 16 hours a week, mornings. • Fully remote, with a monthly team day in Rochester. • Applications are reviewed on a rolling basis.