Customer Success Manager - escalation handling (remote)

Greenridge Pike Insurance is an insurance company in Baltimore with claims and service teams, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of about 805 people, working mostly from home. 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 policy renewals 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 • Experience with underwriting files. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with an occasional day on site in Baltimore. • Applications are reviewed on a rolling basis.