Senior Customer Success Manager - escalation handling (remote)

Westbrook Thistle Insurance Group is looking for a Senior Customer Success Manager. The job centres on escalation handling for policy renewals, and it would suit someone who likes steady, practical work. You would work closely with colleagues in operations, support and management. What you will do • Coordinate with support, billing and operations on policy renewals issues. • Record feedback and help shape what we improve next. • Prepare simple reviews showing what the customer gets from us. • Check in regularly, listen for problems and fix them quickly. • Look after a portfolio of customer accounts from setup through renewal. 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 • Experience with claims. • Ability to explain technical topics simply. Working arrangement • Full-time, with a steady weekday schedule. • Remote-friendly, with quarterly visits in Miami. • Applications are reviewed on a rolling basis.