Senior Customer Success Manager - escalation handling (Buffalo, NY)

Harborlight Ridge Insurance Group is looking for a Senior Customer Success Manager. The job centres on escalation handling for customer complaints, and it would suit someone who likes steady, practical work. You would join a large organisation of more than 1,000 people based in Buffalo. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on customer complaints 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. • Excellent communication and follow-through. • Two or more years in customer success, account management or service. Nice to have • Experience with catastrophe response. • Ability to explain technical topics simply. Working arrangement • Contract for three months, with a review at the end and a chance of extension. • On site in Buffalo. • Applications are reviewed on a rolling basis.