Senior Customer Success Manager - escalation handling (remote)

Ironwood River Markets Group is a Philadelphia retailer with stores, a distribution centre and online ordering. We are hiring a Senior Customer Success Manager to take on escalation handling. Managers started on the floor. 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 store inventory issues. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with promotions. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in Philadelphia. • Applications are reviewed on a rolling basis.