Senior Customer Success Manager - escalation handling (remote)

Nova Meadow Financial serves customers across Spokane with accounts, loans and payments. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a small organisation of about 153 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on payment disputes issues. • 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. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with regulatory reports. Working arrangement • Part-time, about 20 hours a week, afternoons. • Fully remote, with a monthly team day in Spokane. • We will tell you what to expect at each step of the hiring process.