Manager, Customer Success - Service of Process

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are: Wolters Kluwer: The world is a big place, find your place here

Our Locations:

1999 Bryan Street Dallas, TX 75201

330 North Brand Blvd. Glendale, CA 91203

28 Liberty Street, New York, NY 10005

4400 Easton Commons, Columbus, OH 43219

What We Offer:  

The Customer Success Manager role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You'll be Doing:

The Customer Success Manager (CSM) is responsible for ensuring the successful adoption, utilization, and long-term value realization of Wolters Kluwer's AI-powered extraction solutions. As the primary relationship owner for assigned customers, the CSM serves as the strategic point of contact throughout the customer lifecycle, fostering strong partnerships and ensuring customers achieve their desired business outcomes.

The CSM provides leadership and direction for the AI Solutions Consultant while coordinating onboarding, implementation, adoption, and ongoing customer success activities. The role works collaboratively with customers and internal stakeholders to drive customer satisfaction, retention, and growth through proactive engagement, consultative guidance, and continuous improvement efforts.

The CSM must effectively communicate the value and benefits of AI-powered solutions, advocate for customer needs, and ensure alignment between customer objectives and service delivery. The CSM works closely with Product, Operations, Support, Sales, and Leadership teams to identify opportunities to improve customer outcomes and enhance overall customer experience.

In addition, the CSM will work with leadership and cross-functional teams to achieve organizational goals while identifying opportunities for process improvements, service enhancements, and expanded customer value through the effective use of AI solutions.

Key Tasks:   

• Perform activities across the quote-to-order fulfillment lifecycle, including assistance in preparation of price quotes, assistance in drafting Statements of Work, researching customer project history, project management of key engagements and other activities defined as Customer Success Manager responsibilities.
• Serves as the primary customer relationship owner, partnering with customers to understand business objectives, drive successful adoption of AI-powered extraction solutions, and ensure customers realize ongoing value from their investment.
• Provides leadership, coaching, and development to the AI Solutions Consultant while ensuring customer requirements, implementation activities, and success objectives are effectively aligned and executed.
• Partners with customers and internal stakeholders to establish success criteria, define desired business outcomes, and develop strategies that support long-term customer satisfaction, retention, and growth.
• Oversees customer onboarding, implementation, adoption, and support activities to ensure solutions are delivered effectively and customer expectations are understood and achieved.
• Monitors customer health, satisfaction, solution utilization, operational performance, and key performance indicators to identify opportunities, mitigate risks, and improve customer outcomes.
• Acts as the voice of the customer by representing customer needs, priorities, feedback, and enhancement opportunities while collaborating across Product, Operations, Support, Sales, and other business partners to improve service delivery and customer outcomes.
• Develops and maintains a comprehensive understanding of Wolters Kluwer AI solutions, customer workflows, industry trends, and best practices to effectively support customer engagements and identify opportunities for continuous improvement.
• Represents Wolters Kluwer in customer interactions by demonstrating strong leadership, business acumen, consultative expertise, and a commitment to delivering industry-leading customer experiences and business outcomes.

You're a Great Fit if You Have:  

• Education: 5-7 years post-secondary education in a related field or equivalent related work experience
• At least three years in a similar role (Client Service/Account Management/Customer Success/Sales Support)
• Standard operating procedures/processes improvement experience
• Experience structuring and documenting processes
• Know how to translate processes into actionable workflows
• Understand how to identify process requirements and expected outcomes
• Experience building a new team, establishing new processes, and implementing new workflows
• Have worked in professional services and/or with managed services.
• Have worked closely with consultants and engineers
• Have led teams through new product/service launches
• Can operate effectively without an established playbook
• Can work a hybrid schedule from our Dallas, TX office, coming to the office on Tuesday, Wednesday, and Thursday

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference

Additional Information: 

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available at https://www.mywolterskluwerbenefits.com/index.html  

Diversity Matters: Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affirmative Action employer. 

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

 

Compensation:

$89,600.00 - $157,000.00 USD

 

This role is eligible for Bonus.

Compensation range listed is based on primary location of the position.  Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. 

Additional Information:

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.