Customer Success Manager - escalation handling (Detroit, MI)

We are growing our team at Ironwood Cobalt Insurance and adding a Customer Success Manager whose main responsibility will be escalation handling. We care about how people feel on the worst day of their year. What you will do • Coordinate with support, billing and operations on customer complaints 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. • Record feedback and help shape what we improve next. 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 • Experience with policy renewals. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, with flexible days. • On site in Detroit, with some flexibility after the first few months. • We reply to every applicant.