Customer Success Manager - escalation handling (Columbus, OH)

Lumen Iron Insurance provides coverage to households and businesses around Columbus, and we need a Customer Success Manager to lead our escalation handling. Claims teams work together and share what they learn. What you will do • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on catastrophe response issues. • 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. What we are looking for • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. • Excellent communication and follow-through. Nice to have • Ability to explain technical topics simply. • Experience with premium billing. Working arrangement • Part-time, about 28 hours a week, spread across three days. • On site in Columbus. • Applications are reviewed on a rolling basis.