Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Fernwood Oak Banking Services and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 104 people, working mostly from home. 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. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on branch operations issues. What we are looking for • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with account openings. Working arrangement • Contract for six months, with the possibility of becoming permanent. • Remote-friendly, with an occasional day on site in El Paso. • Applications are reviewed on a rolling basis.