Senior Customer Success Manager - escalation handling (Rochester, NY)

Bluepeak Labs is a regional lender in Rochester with branches and a growing mobile service, and we need a Senior Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • Check in regularly, listen for problems and fix them quickly. • 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. • Coordinate with support, billing and operations on branch operations issues. 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 loan files. • Ability to explain technical topics simply. Working arrangement • Part-time, about 16 hours a week, mornings. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.