Customer Success Manager - escalation handling (remote)

We are growing our team at Harborlight Haven Insurance 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, working mostly from home. What you will do • Coordinate with support, billing and operations on customer complaints issues. • 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. 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 • Ability to explain technical topics simply. • Experience with underwriting files. Working arrangement • Full-time, on a regular day shift. • Remote-friendly, with a monthly team day in Nashville. • We reply to every applicant.