Customer Success Manager - escalation handling (remote)

Nova Sable Insurance is an insurance company in Richmond 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 • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on customer complaints issues. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Comfort with a CRM and simple reports. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with catastrophe response. Working arrangement • Full-time, on a regular day shift. • Fully remote, with an occasional day on site in Richmond. • We will tell you what to expect at each step of the hiring process.