Senior Customer Success Manager - escalation handling (remote)

Silverline Lantern Insurance is an insurance company in Fort Worth with claims and service teams, and we need a Senior Customer Success Manager to lead our escalation handling. Claims teams work together and share what they learn. 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. • Look after a portfolio of customer accounts from setup through renewal. • Check in regularly, listen for problems and fix them quickly. 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 underwriting files. Working arrangement • Full-time, with a steady weekday schedule. • Fully remote, with an occasional day on site in Fort Worth. • Applications are reviewed on a rolling basis.