Customer Success Manager - escalation handling (Nashville, TN)

We are growing our team at Westbrook Iron Insurance Associates and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a large organisation of more than 1,000 people based in Nashville. What you will do • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on policy renewals issues. What we are looking for • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Experience with customer complaints. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • On site in Nashville, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.