Senior Customer Success Manager - escalation handling (remote)

Silverline Pine Markets Group serves neighbourhoods around Tucson with fresh food and everyday goods, and we need a Senior Customer Success Manager to lead our escalation handling. You would join a small organisation of about 28 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on pricing issues. • Check in regularly, listen for problems and fix them quickly. 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 online orders. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Tucson. • Applications are reviewed on a rolling basis.