Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Nova Forge Energy and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on meter readings issues. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with service connections. Working arrangement • Part-time, about 20 hours a week, mornings. • Fully remote, with a monthly team day in Cleveland. • Applications are reviewed on a rolling basis.