Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Nova West Banking Services and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. We keep decisions close to customers and expect people to explain things plainly. What you will do • Coordinate with support, billing and operations on account openings issues. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. 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 card disputes. Working arrangement • Part-time, about 24 hours a week, spread across three days. • Fully remote, with quarterly visits in Indianapolis. • We will tell you what to expect at each step of the hiring process.