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

Foxglove Pike Markets operates grocery and general-merchandise stores around Rochester, and we need a Senior Customer Success Manager to lead our escalation handling. You would join a small organisation of about 140 people based in Rochester. What you will do • 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. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on shrink and waste issues. 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 • Experience with online orders. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Rochester. • We will tell you what to expect at each step of the hiring process.