Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Cedar Summit Insurance Group and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Coordinate with support, billing and operations on catastrophe response issues. • Look after a portfolio of customer accounts from setup through renewal. • Record feedback and help shape what we improve next. • 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. • Two or more years in customer success, account management or service. • Excellent communication and follow-through. Nice to have • Experience with claims. • Ability to explain technical topics simply. Working arrangement • Contract for six months, with a review at the end and a chance of extension. • Fully remote, with an occasional day on site in Grand Rapids. • We reply to every applicant.