Senior Customer Success Manager - onboarding (remote)

Westbrook Stone Banking Services is a community-focused bank in Buffalo serving households and small businesses, and we need a Senior Customer Success Manager to lead our onboarding. You would join a small organisation of about 105 people, working mostly from home. What you will do • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on fraud alerts issues. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. 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 loan files. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with an occasional day on site in Buffalo. • We will tell you what to expect at each step of the hiring process.