Senior Customer Success Manager - escalation handling (Charleston, SC)

Fernwood Wilder Insurance provides coverage to households and businesses around Charleston, and we need a Senior Customer Success Manager to lead our escalation handling. You would join a small organisation of about 23 people based in Charleston. What you will do • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. • Coordinate with support, billing and operations on customer complaints issues. • Prepare simple reviews showing what the customer gets from us. What we are looking for • Two or more years in customer success, account management or service. • Excellent communication and follow-through. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with policy renewals. Working arrangement • Full-time, on a regular day shift. • On site in Charleston. • We reply to every applicant.