Customer Success Manager - escalation handling (Charlotte, NC)

Nova Lantern Insurance is looking for a Customer Success Manager. The job centres on escalation handling for customer complaints, and it would suit someone who likes steady, practical work. You would join a large organisation of about 280 people based in Charlotte. What you will do • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on customer complaints issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with underwriting files. Working arrangement • Contract for eight months, with clear deliverables from the first week. • On site in Charlotte, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.