Customer Success Manager - escalation handling (Rochester, NY)

Bright Iron Insurance provides coverage to households and businesses around Rochester, and we need a Customer Success Manager to lead our escalation handling. You would join a large organisation of more than 1,000 people based in Rochester. What you will do • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on customer complaints issues. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Record feedback and help shape what we improve next. 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 • Ability to explain technical topics simply. • Experience with premium billing. Working arrangement • Contract for six months, with the possibility of becoming permanent. • On site in Rochester, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.