Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Fernwood Ember Staffing and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 194 people, working mostly from home. What you will do • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on timekeeping issues. • Record feedback and help shape what we improve next. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with retention. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, mornings. • Remote-friendly, with an occasional day on site in Rochester. • We reply to every applicant.