Senior Customer Success Manager - escalation handling (Philadelphia, PA)

We are growing our team at Clearpath North Insurance Group and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. We care about how people feel on the worst day of their year. What you will do • 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. • Coordinate with support, billing and operations on policy renewals issues. • Check in regularly, listen for problems and fix them quickly. 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 • Ability to explain technical topics simply. • Experience with underwriting files. Working arrangement • Contract for nine months, with the possibility of becoming permanent. • On site in Philadelphia, with some flexibility after the first few months. • We will tell you what to expect at each step of the hiring process.