Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions.

The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention.

This is not a traditional customer support role. The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes.

The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management.

Key Responsibilities

Customer Success & Value Realization

• Develop and execute strategic customer success plans tied to defined business objectives

• Establish measurable success criteria and customer outcomes

• Drive adoption and effective utilization of WK ELM solutions

• Quantify and communicate realized value and ROI

• Understand customer priorities and translate them into actionable success initiatives

• Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)

• Maintain clear accountability for customer commitments, milestones, and outcomes

Customer Health & Retention

• Monitor customer health, adoption, engagement, and value realization

• Proactively identify retention risks and early warning indicators

• Lead customer recovery and Get to Green initiatives

• Develop structured action plans for at-risk accounts

• Coordinate executive and cross-functional intervention when appropriate

• Ensure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignment

Executive Relationship Management

• Build trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholders

• Establish executive sponsorship and alignment

• Facilitate strategic planning and business-outcome discussions

• Understand customer organizational dynamics, priorities, and decision-making processes

• Develop and maintain stakeholder maps across complex customer organizations

• Serve as the voice of the customer within Wolters Kluwer

Cross-Functional Leadership

• Partner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams

• Orchestrate internal resources around customer priorities

• Coordinate customer escalations and issue resolution

• Establish clear ownership, timelines, and accountability for customer commitments

• Advocate internally for customer needs and priorities

• Influence outcomes across teams without direct authority

Growth & Advocacy

• Recognize customer needs that may represent expansion opportunities and engage Account Management

• Connect customer business priorities to relevant WK ELM capabilities

• Develop customer champions, advocates, and references

• Support customer advisory boards and advocacy programs

• Capture and communicate customer feedback and emerging needs

• Partner with Account Management to strengthen the overall strategic relationship

Required Experience

• 7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline

• 5+ years managing strategic, complex, or enterprise customer relationships

• Demonstrated experience working with large enterprise customers and multiple stakeholder groups

• Proven ability to engage credibly with senior executives and functional leaders

• Experience developing and executing strategic customer success or account plans

• Demonstrated ability to establish customer outcomes and measure value realization

• Experience driving enterprise software adoption and utilization

• Experience identifying, managing, and mitigating customer and renewal risk

• Experience leading customer recovery or complex escalation initiatives

• Experience conducting executive-level business reviews and strategic planning discussions

• Strong program management skills, including the ability to manage multiple workstreams, dependencies, owners, and deadlines

• Experience leading cross-functional teams in a SaaS or enterprise software environment

• Proven ability to influence senior stakeholders and internal teams without direct authority

• Strong executive communication, presentation, and facilitation skills

• Ability to interpret customer data, adoption metrics, operational indicators, and business outcomes to determine customer health and appropriate action

Preferred Experience

• Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems

• Experience supporting Fortune 1000 or similarly complex global enterprise customers

• Familiarity with corporate legal department operations, including legal spend management, outside counsel management, matter management, and legal operations

• Experience with enterprise software implementations, transformations, or change management initiatives

• Experience managing complex, global stakeholder environments

• Experience partnering with Sales or Account Management on renewals and expansion opportunities

• Experience using customer success platforms, CRM systems, adoption analytics, or customer health scoring methodologies

• Experience working within a highly matrixed global organization