Customer Success Manager

Sedgwick; United States; Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

SIPP

Bonus scheme

25 days holidays

Flexible working from office or home

Private healthcare

Life assurance

Employee assistance programme

Group Income Protection

Dental cover

Cycle to work scheme

Season ticket loan

Job summary

Sedgwick is seeking a Customer Success Manager to manage a portfolio of Bill ReviewIQ clients, acting as the primary contact and driving satisfaction and retention. You will lead contract renewals, pricing, reporting and project coordination while guiding clients on best practices and programme set-up. Travel may be required.

The role emphasizes building strong relationships, leveraging London Market knowledge, and identifying cross-selling opportunities to expand services.

Qualifications

• Client management experience with trusted client relationships.
• Three years’ experience in legal, claims adjusting, insurance litigation or related environment.
• Five years’ related professional experience, or an equivalent combination of education and experience.
• Good understanding of liability claims, workers’ compensation or insurance litigation.
• Ability to identify cross-selling, expansion and client retention opportunities.
• Excellent written, verbal and presentation skills, with confidence engaging clients and stakeholders.
• Strong analytical skills with ability to identify issues and propose solutions.
• Ability to manage multiple clients, projects and priorities while meeting deadlines.
• Confident facilitating discussions and negotiating with stakeholders.
• Comfortable developing detailed product knowledge and using Microsoft Office applications.
• Prior experience or understanding of the London insurance market is advantageous.

Responsibilities

• Own the client experience across Bill ReviewIQ clients and ensure service delivery and retention.
• Manage contract renewals, pricing, client reporting and project coordination.
• Provide guidance on bill review best practices and programme setup.
• Collaborate with Expert Bill Review team as a product expert for clients.
• Identify opportunities to expand relationships through cross-selling and additional services.

Skills

Client management experience

Legal or claims expertise

Relevant experience

Insurance knowledge

Commercial mindset

Communication skills

Problem solving

Organisation

Negotiation skills

Technical aptitude

London Market knowledge

Job description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Customer Success Manager

Job Location: United Kingdom - Remote

Job Type: Permanent

Remuneration: Competitive salary taking into account skills, experience and qualifications

Build trusted client partnerships, enhance customer success and drive growth as our Customer Success Manager.

As Customer Success Manager, you’ll manage a portfolio of Bill ReviewIQ clients across Legal-X and/or Legal eXchange, acting as their primary point of contact and building strong, long-term relationships. You’ll take ownership of the overall client experience, ensuring consistent service delivery, addressing issues that could impact satisfaction and retention, and helping clients get the most from our bill review solutions.

You’ll also manage key activities including contract renewals and pricing, client reporting and project coordination, while providing guidance on bill review best practice and programme set-up. Working closely with the Expert Bill Review team, you’ll act as a product expert for your clients and identify opportunities to expand relationships through cross-selling and additional services. The role will also support wider quality initiatives and may involve travel as required.

Skills you will have when you apply:

• Client management experience – Strong track record of building trusted client relationships and managing expectations effectively.
• Legal or claims expertise – At least three years’ experience within legal, claims adjusting, insurance litigation or a related environment.
• Relevant experience – Five years’ related professional experience, or an equivalent combination of education and experience.
• Insurance knowledge – Good understanding of liability claims, workers’ compensation or insurance litigation.
• Commercial mindset – Ability to identify cross-selling, expansion and client retention opportunities.
• Communication skills – Excellent written, verbal and presentation skills, with confidence engaging clients and stakeholders.
• Problem solving – Strong analytical skills with the ability to identify issues, recommend solutions and handle challenging situations.
• Organisation – Able to manage multiple clients, projects and priorities while meeting deadlines.
• Negotiation skills – Confident facilitating discussions, influencing stakeholders and navigating competing priorities.
• Technical aptitude – Comfortable developing detailed product knowledge and using Microsoft Office applications.
• London Market knowledge – Previous experience or understanding of the London insurance market would be advantageous.

What we’ll give you for this role:

Remuneration & more

• Competitive salary taking into account skills, experience and qualifications
• A Self Invested Personal Pension Scheme (SIPP)
• You will join an appropriate incentive (bonus) scheme
• Holiday allowance of 25 days plus bank holidays
• Flexible working from our office or your home

Health & support

• Private healthcare plan (including pre-existing conditions)
• Life assurance
• Employee assistance programme for employee wellbeing
• Group Income Protection

Other benefits

• Voluntary benefits – dental cover, cycle to work scheme, season ticket loan, welling and digital GP applications
• Discounts on various products and services

This isn't just a position, it's a pivotal role in shaping our industry

At Sedgwick, you won't just build your career; you'll cultivate a team of experts. Our Sedgwick University offering empowers you to excel as well as your team members, with the most comprehensive training program in the industry which includes more than 15,000 courses on demand, training specific to roles, and opportunities to continue formal education.

Together, we're not only reshaping the insurance landscape, we’re building a legacy of talent. Come and be a catalyst for change within our industry.

Next steps for you:

Not only that, we are proud to have a zero tolerance policy towards discrimination of any kind regardless of age, disability, gender identity, marital/ family status, race, religion, sex or sexual orientation.

After the closing date we will review all applications and may select some applicants for an interview (which may be virtual, or in-person).

#LI-REMOTE