Wolters Kluwer is a company focused on helping customers realize value from their investment in Lippincott Solutions. The Customer Success Manager (CSM) plays a critical role in driving customer adoption, retention, and long-term relationship success by managing a portfolio of customers and engaging with them to ensure their needs are met throughout their lifecycle.
Responsibilities:
- Manage a portfolio of National or Mid‑Market customer accounts
- Deliver proactive, outcome‑focused customer meetings based on an established engagement cadence
- Prepare agendas, lead customer conversations, and provide clear follow‑up communication
- Communicate with customers in a compelling and articulate manner in both verbal and written conversations and presentations
- Build trusted relationships with key customer stakeholders and champions
- Maintain an understanding of customer goals, success criteria, and renewal timelines
- Share customer feedback, trends, and insights to internal teams
- Support new customer implementations by partnering with Sales and internal teams to ensure seamless handoff
- Guide customers through onboarding, including kickoff conversations, training coordination, and early adoption support
- Ensure customers understand product capabilities, best practices, and success milestones during initial rollout
- Identify and address early risks during implementation to set a solid foundation for long‑term success
- Support all customer needs throughout the customer’s lifecycle
- Drive adoption and effective use of Lippincott Solutions products
- Monitor customer health and usage trends to identify risks and opportunities
- Partner with Account Executives on renewals, expansions, and growth opportunities
- Support customer advocacy efforts, including references or success stories where appropriate
- Maintain accurate and timely customer records in Salesforce
- Document customer interactions, decisions, and next steps
- Prepare for and participate in Quarterly and Executive Business Reviews as needed
- Create detailed usage reporting and analyze data to inform customer strategy and internal alignment
- Leverage available technology and AI tools to improve efficiency and quality of customer communication
- Use insights and summaries to prepare for meetings and customer conversations
- Support continuous improvements in process, quality, and customer experience
- Work closely with Account Executives and internal partners to ensure aligned customer strategy
- Participate in team meetings, enablement sessions, and knowledge sharing
- Contribute to best practices, templates, and shared learnings across the team
- Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiatives
Requirements:
- 2+ years of experience in Customer Success, Account Management, Sales Support, or a related customer‑facing role
- Experience managing customer relationships and balancing multiple priorities
- Strong written and verbal communication skills
- Comfort leading virtual meetings and customer discussions using Microsoft Teams, WebEx, or similar
- Proficiency with Microsoft Office tools; CRM experience preferred
- 3+ years of Customer Success or B2B client management experience
- Experience in healthcare, nursing, or clinical environments
- Familiarity with SaaS, digital platforms, or learning technologies
- Experience preparing customer presentations, account plans, or business reviews
- Previous experience preparing project plans for customers a plus
- Customer training experience is a plus
- Interest in using AI or productivity tools to enhance work quality and efficiency
- Microsoft Office Suite; proficiency with Word, Excel, PowerPoint, and Outlook required
- Salesforce.com experience a plus