Customer Success Manager - onboarding (Grand Rapids, MI)

We are growing our team at Fernwood Corner Insurance Group and adding a Customer Success Manager whose main responsibility will be onboarding. You would join a small organisation of about 129 people based in Grand Rapids. What you will do • Coordinate with support, billing and operations on claims issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • 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 • Contract for eight months, with a review at the end and a chance of extension. • On site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.