Sales Business Retention Rep

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