Senior Customer Success Manager - escalation handling (remote)

Bright Willow Insurance is an insurance company in Miami with claims and service teams. We are hiring a Senior Customer Success Manager to take on escalation handling. You would join a large organisation of more than 1,000 people, working mostly from home. What you will do • Look after a portfolio of customer accounts from setup through renewal. • Prepare simple reviews showing what the customer gets from us. • Coordinate with support, billing and operations on catastrophe response issues. • Record feedback and help shape what we improve next. • Check in regularly, listen for problems and fix them quickly. 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 customer complaints. • Ability to explain technical topics simply. Working arrangement • Full-time, on a regular day shift. • Fully remote, with a monthly team day in Miami. • We will tell you what to expect at each step of the hiring process.