Senior Customer Success Manager - renewals (remote)

Fernwood Drift Telecom is a telecommunications provider in Cleveland focused on reliable home and business connections, and we need a Senior Customer Success Manager to lead our renewals. We keep people connected and take outages personally. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on outage reports issues. • 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 field visits. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Cleveland. • We reply to every applicant.