Customer Success Manager - escalation handling (remote)

Northwind Lantern Insurance sells home, auto and small-business insurance in Columbus. We are hiring a Customer Success Manager to take on escalation handling. We invest in training for new adjusters. What you will do • Coordinate with support, billing and operations on underwriting files issues. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • 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 • Full-time, on a regular day shift. • Remote-friendly, with a monthly team day in Columbus. • We will tell you what to expect at each step of the hiring process.