Senior Customer Success Manager - escalation handling (remote)

Northwind Iron Insurance sells home, auto and small-business insurance in Memphis. We are hiring a Senior Customer Success Manager to take on escalation handling. Claims teams work together and share what they learn. What you will do • 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. • Coordinate with support, billing and operations on premium billing issues. • 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 catastrophe response. Working arrangement • Contract for twelve months, with clear deliverables from the first week. • Remote-friendly, with an occasional day on site in Memphis. • We will tell you what to expect at each step of the hiring process.