Customer Success Manager - escalation handling (remote)

We are growing our team at Nova Haven Insurance and adding a Customer Success Manager whose main responsibility will be escalation handling. We care about how people feel on the worst day of their year. What you will do • 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. • Coordinate with support, billing and operations on claims issues. 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 • Experience with catastrophe response. • Ability to explain technical topics simply. Working arrangement • Contract for twelve months, with the possibility of becoming permanent. • Fully remote, with quarterly visits in Charleston. • We reply to every applicant.