Customer Success Manager – BillReview IQ

Sedgwick • Telecommuter TN, TN

7d

About The Position

The Customer Success Manager leads management of large-scale, national, or international BillReview IQ client accounts on Legal-X and/or Legal eXchange. The role is accountable for strategic client relationship management, oversight of complex service delivery, and driving customer retention and growth. It requires advanced client engagement expertise, handling sophisticated reporting and operational needs, and leading the identification and execution of expansion opportunities.

The position also executes major client contract renewals and complex pricing negotiations, advises clients on bill review strategies and program optimization, leads cross-functional projects, resolves high-impact issues, and mentors team members as needed. Travel is required as needed.

Requirements

• Eight years of related experience, or an equivalent combination of education and experience, including three years of legal spend management and/or litigated claims experience.
• Deep expertise in customer service and one or more of legal spend management or insurance defense litigation.
• Superior communication, leadership, and negotiation skills.
• Ability to understand client needs, discuss alternatives, make recommendations, and manage client expectations.
• Technical skills to gain in-depth product knowledge, including through self-directed learning.
• Advanced proficiency with Microsoft Office and complex reporting tools.
• Ability to manage multiple high-priority projects in a dynamic environment.
• Exceptional analytical, strategic-thinking, and interpersonal skills.
• Ability to work in a team environment.
• Ability to handle conflict and challenging issues in a fast-paced work environment.
• Ability to meet or exceed Performance Competencies.

Nice To Haves

• Bachelor's degree from an accredited college or university preferred.

Responsibilities

• Execute contract renewals for major clients, including complex pricing negotiations.
• Develop and deliver advanced stewardship reports and dashboards tailored to client requirements.
• Advise clients on advanced bill review audit strategies and program optimization.
• Serve as the senior client liaison, proactively manage relationships, and ensure high satisfaction across multiple stakeholders.
• Lead and coordinate large-scale project initiatives with cross-functional teams, including the Expert Bill Review group.
• Identify, develop, and pursue strategic cross-selling and business expansion opportunities.
• Analyze and resolve high-impact issues affecting customer satisfaction and retention.
• Mentor and support other team members as needed.
• Perform other duties as assigned.
• Travel as required.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior