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

Ironwood Vale Financial Group is looking for a Senior Customer Success Manager. The job centres on escalation handling for vendor spend, and it would suit someone who likes steady, practical work. You would join a small organisation of about 36 people based in Rochester. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on vendor spend issues. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with payment disputes. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • 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.