Customer Success Manager

Overview

In this role you will manage a portfolio of Bill ReviewIQ clients across Legal-X and/or Legal eXchange, serving as the primary contact to ensure onboarding, service delivery and long-term satisfaction. You will work closely with the Expert Bill Review team to deepen relationships and expand opportunities through cross-selling and value-add services. The position involves contract renewals, pricing, reporting, and project coordination, with a focus on best practices and effective programme setup. You will travel as needed and contribute to quality initiatives in a dynamic, growth-focused environment.

Pay / Benefits

• Competitive salary
• Self Invested Personal Pension Scheme (SIPP)
• Bonus scheme
• Holiday 25 days + bank holidays
• Flexible working from office or home
• Private healthcare

Responsibilities

• Manage a portfolio of Bill ReviewIQ clients across Legal-X and/or Legal eXchange and act as the main point of contact
• Ensure consistent service delivery, address issues impacting satisfaction and retention
• Oversee contract renewals, pricing discussions, client reporting, and project coordination
• Provide guidance on bill review best practices and programme setup
• Collaborate with the Expert Bill Review team as a product expert for clients
• Identify cross-selling and additional service opportunities to expand relationships
• Support wider quality initiatives and travel as required

Key requirements

• Client management experience – proven ability to build trusted relationships and manage expectations
• Legal or claims expertise – minimum three years in legal, claims adjusting, insurance litigation or related field
• Relevant experience – five years in a related professional role or equivalent education/experience
• Insurance knowledge – understanding of liability claims, workers’ compensation or insurance litigation
• Commercial mindset – ability to identify cross-selling, expansion and client retention opportunities
• Communication skills – strong written, verbal and presentation abilities for engaging stakeholders
• Problem solving – analytical skills to identify issues and propose solutions
• Organisation – ability to manage multiple clients, projects and deadlines
• Negotiation skills – confident in discussions, influencing stakeholders and priorities
• Technical aptitude – comfortable with building product knowledge and using Microsoft Office

• Excellent communication and presentation abilities
• Strong relationship-building and stakeholder management
• Analytical thinking and problem-solving mindset
• Organisational skills and ability to multi-task
• Microsoft Office applications
• Product knowledge development

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