Senior Customer Success Manager - Global Accounts

Sedgwick; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Sedgwick is seeking a Senior Customer Success Manager to oversee national and international client accounts, focusing on strategic relationship management, service delivery, and growth initiatives. You will lead complex reporting, renewal negotiations, and cross-functional collaboration with teams including the Expert Bill Review group.

The role requires strong leadership, advanced communication, and a deep understanding of legal spend management and litigation processes.

Qualifications

• Eight (8) years of related experience or equivalent combination of education and experience required to include three (3) years legal spend management and/or litigated claims experience.
• Demonstrates deep expertise in customer service and one or more of the following: legal spend management, insurance defense litigation.
• Exhibits superior communication, leadership, and negotiation skills.
• Ability to understand client needs, discuss alternatives and make recommendations and manage client expectations.
• Technical skills for gaining in-depth product knowledge, including self-directed learning.
• Shows advanced proficiency with Microsoft Office and complex reporting tools.
• Ability to manage multiple high-priority projects in a dynamic environment.
• Possesses exceptional analytical, strategic thinking, and interpersonal skills.
• Ability to work in a team environment.
• Ability to handle conflict and confront challenging issues in a fast work environment.
• Ability to meet or exceed Performance Competencies

Responsibilities

• Executes contract renewals for major clients, including complex pricing negotiations.
• Develops and delivers advanced stewardship reports and dashboards tailored to client requirements.
• Advises clients on advanced bill review audit strategies and program optimization.
• Acts as the senior liaison for clients, proactively manages relationships, and ensures high satisfaction across multiple stakeholders.
• Leads and coordinates large-scale project initiatives, collaborating with cross-functional teams including the Expert Bill Review group.
• Identifies, develops, and pursues strategic cross-selling and business expansion opportunities.
• Analyzes and resolves high-impact issues affecting customer satisfaction and retention.
• Mentors and supports other team members as needed.

Skills

Customer service

Legal spend management

Insurance defense litigation

Communication

Leadership

Negotiation

Understanding client needs

Self-directed learning

Microsoft Office

Complex reporting tools

Project management

Analytical thinking

Strategic thinking

Interpersonal skills

Teamwork

Conflict management

Performance competencies

Education

Bachelor’s degree (preferred)

Tools

Microsoft Office

Complex reporting tools

Job description

Sedgwick is seeking a Senior Customer Success Manager to oversee national and international client accounts, focusing on strategic relationship management, service delivery, and growth initiatives. You will lead complex reporting, renewal negotiations, and cross-functional collaboration with teams including the Expert Bill Review group.

The role requires strong leadership, advanced communication, and a deep understanding of legal spend management and litigation processes.