Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Silverline North Markets 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 • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on online orders issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. 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 shrink and waste. • Ability to explain technical topics simply. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • Remote-friendly, with quarterly visits in Boise. • We will tell you what to expect at each step of the hiring process.