Senior Customer Success Manager - escalation handling (remote)

We are growing our team at Summit Corner Insurance and adding a Senior Customer Success Manager whose main responsibility will be escalation handling. You would join a small organisation of about 184 people, working mostly from home. 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 policy renewals 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 • 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 • Ability to explain technical topics simply. • Experience with customer complaints. Working arrangement • Contract for eight months, with clear deliverables from the first week. • Fully remote, with an occasional day on site in Grand Rapids. • We will tell you what to expect at each step of the hiring process.