Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Ironwood Summit Insurance and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 118 people, working mostly from home. What you will do • 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. • Look after a portfolio of customer accounts from setup through renewal. • Coordinate with support, billing and operations on customer complaints issues. What we are looking for • Excellent communication and follow-through. • Two or more years in customer success, account management or service. • Comfort with a CRM and simple reports. Nice to have • Ability to explain technical topics simply. • Experience with claims. Working arrangement • Contract for four months, with the possibility of becoming permanent. • Fully remote, with an occasional day on site in Anchorage. • We will tell you what to expect at each step of the hiring process.