Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Cedar Loom 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 • Check in regularly, listen for problems and fix them quickly. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on underwriting files issues. • Record feedback and help shape what we improve next. • Look after a portfolio of customer accounts from setup through renewal. 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 customer complaints. Working arrangement • Full-time, Monday to Friday. • Fully remote, with an occasional day on site in Grand Rapids. • Applications are reviewed on a rolling basis.