Customer Success Manager - escalation handling (Richmond, VA)

We are growing our team at Fernwood Meadow Insurance and adding a Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 43 people based in Richmond. What you will do • 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 underwriting files issues. • Prepare simple reviews showing what the customer gets from us. • Record feedback and help shape what we improve next. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Experience with catastrophe response. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • On site in Richmond, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.