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

Westbrook Wilder Insurance provides coverage to households and businesses around Philadelphia. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a small organisation of about 178 people based in Philadelphia. What you will do • Record feedback and help shape what we improve next. • Coordinate with support, billing and operations on underwriting files issues. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. 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 • Experience with claims. • Ability to explain technical topics simply. Working arrangement • Part-time, about 20 hours a week, afternoons. • On site in Philadelphia. • Applications are reviewed on a rolling basis.