Customer Success Manager - escalation handling (remote)

Westbrook Loom Insurance is an insurance company in Denver 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 • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on catastrophe response issues. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. 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 policy renewals. • Ability to explain technical topics simply. Working arrangement • Part-time, about 24 hours a week, mornings. • Remote-friendly, with quarterly visits in Denver. • We will tell you what to expect at each step of the hiring process.