Customer Success Manager - escalation handling (remote)

Fernwood Lantern Insurance is an insurance company in San Diego with claims and service teams, and we need a Customer Success Manager to lead our escalation handling. We invest in training for new adjusters. What you will do • Coordinate with support, billing and operations on claims issues. • Prepare simple reviews showing what the customer gets from us. • 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. 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 • Experience with policy renewals. • Ability to explain technical topics simply. Working arrangement • Full-time, Monday to Friday. • Remote-friendly, with quarterly visits in San Diego. • We will tell you what to expect at each step of the hiring process.