Customer Success Manager - escalation handling (San Diego, CA)

Silverline Kestrel Insurance provides coverage to households and businesses around San Diego, 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 • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on underwriting files issues. • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. 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 customer complaints. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • On site in San Diego. • We reply to every applicant.