Customer Success Manager - escalation handling (remote)

Westbrook Lantern Insurance sells home, auto and small-business insurance in Sacramento, 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 • Record feedback and help shape what we improve next. • 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 claims issues. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with customer complaints. Working arrangement • Contract for nine months, with a review at the end and a chance of extension. • Remote-friendly, with a monthly team day in Sacramento. • Applications are reviewed on a rolling basis.