Customer Success Manager - escalation handling (Charlotte, NC)

Fernwood Cobalt Insurance is an insurance company in Charlotte with claims and service teams, and we need a Customer Success Manager to lead our escalation handling. You would work closely with colleagues in operations, support and management. What you will do • 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. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on underwriting files issues. 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 premium billing. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, with flexible days. • On site in Charlotte. • Applications are reviewed on a rolling basis.