Sr Customer Success Specialist

The Customer Success Specialist is responsible for helping customers achieve measurable business outcomes and realize value from their investment in WK ELM solutions.

The Customer Success Specialist develops a strong understanding of each customer's objectives and works with Legal Operations, Legal, Finance, and Technology stakeholders to drive adoption, customer health, value realization, and retention.

The Customer Success Specialist owns customer success plans, monitors customer health and risk, and coordinates the resources necessary to deliver against customer objectives. The role partners closely with Account Management, Support, Product, Professional Services, and Technical Account Management to create a consistent and successful customer experience.

Key Responsibilities

Customer Success & Value Realization

• Develop and execute customer success plans tied to customer objectives
• Establish and track measurable customer success criteria
• Drive adoption and effective utilization of WK ELM solutions
• Understand customer priorities and translate them into actionable success initiatives
• Help customers identify and communicate value realized from WK ELM solutions
• Conduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs)
• Track customer commitments, milestones, actions, and outcomes

Customer Health & Retention

• Monitor customer health, adoption, engagement, and satisfaction
• Identify customer risks and early warning indicators
• Develop action plans to address customer concerns and adoption challenges
• Participate in and, where appropriate, lead customer recovery and Get to Green initiatives
• Coordinate internal resources to address customer issues
• Ensure customers are positioned for successful renewals through adoption, demonstrated value, and strong engagement

Relationship Management

• Build trusted relationships with Legal Operations and other key customer stakeholders
• Develop an understanding of customer organizations, priorities, and business objectives
• Maintain stakeholder maps and identify opportunities to broaden customer relationships
• Facilitate regular customer planning and progress discussions
• Support executive engagement and sponsorship
• Serve as a strong voice of the customer within Wolters Kluwer

Cross-Functional Leadership

• Partner with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams
• Coordinate internal resources around customer priorities
• Facilitate customer escalations and issue resolution
• Establish clear ownership and follow-through for customer commitments
• Advocate for customer needs and priorities
• Communicate customer feedback to appropriate internal teams

Growth & Advocacy

• Recognize customer needs that may represent expansion opportunities and engage Account Management
• Connect customer priorities with relevant WK ELM capabilities
• Identify and develop potential customer champions and advocates
• Support customer references, advisory boards, and advocacy initiatives
• Capture and communicate customer feedback and emerging needs
• Partner with Account Management to strengthen the overall customer relationship

Required Experience

• 5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline
• 3+ years managing enterprise or complex customer relationships
• Experience developing and executing customer success or account plans
• Experience driving software adoption and customer engagement
• Experience monitoring customer health and identifying customer risk
• Experience participating in customer business reviews and strategic customer discussions
• Experience working with multiple stakeholders within customer organizations
• Experience working cross-functionally in a SaaS or enterprise software environment
• Demonstrated ability to manage multiple customer priorities, actions, and workstreams
• Strong communication, presentation, organization, and relationship-management skills
• Ability to use customer data, adoption metrics, and other indicators to identify priorities and appropriate actions

Preferred Experience

• Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems
• Experience supporting large enterprise customers
• Familiarity with corporate legal department operations, legal spend management, outside counsel management, or matter management
• Experience with enterprise software implementations or change management initiatives
• Experience working within complex customer 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 methodologies

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:

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.