Customer Success Manager - escalation handling (Seattle, WA)

Foxglove Timber Insurance is an insurance company in Seattle with claims and service teams. We are hiring a Customer Success Manager to take on escalation handling. You would join a large organisation of more than 1,000 people based in Seattle. What you will do • Coordinate with support, billing and operations on policy renewals issues. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. What we are looking for • Excellent communication and follow-through. • Comfort with a CRM and simple reports. • Two or more years in customer success, account management or service. Nice to have • Ability to explain technical topics simply. • Experience with customer complaints. Working arrangement • Full-time, Monday to Friday. • On site in Seattle, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.