Senior Customer Success Manager - renewals (remote)

Harborlight Ivory Banking Services is a community-focused bank in Grand Rapids serving households and small businesses, and we need a Senior Customer Success Manager to lead our renewals. You would join a large organisation of about 992 people, working mostly from home. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on deposit accounts 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. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Experience with card disputes. • Ability to explain technical topics simply. Working arrangement • Part-time, about 16 hours a week, with flexible days. • Fully remote, with quarterly visits in Grand Rapids. • Applications are reviewed on a rolling basis.