Manager, Customer Success

About the Role:
Step up as a Manager, Customer Success, where you will manage a team and oversee a department dedicated to maintaining and enhancing customer satisfaction throughout the post-sales lifecycle. Your role will involve building strong customer relationships, promoting product adoption, and driving customer loyalty through strategic initiatives.

Responsibilities:
• Manage a team of Customer Success professionals, ensuring their daily activities align with departmental goals.
• Oversee the customer onboarding process, enhancing the overall experience.
• Analyze customer performance data to identify improvement areas.
• Develop and execute strategies to improve customer engagement and product usage.
• Handle escalated customer issues, providing resolutions and feedback.
• Coordinate with training resources to facilitate customer training sessions.
• Implement and track success metrics to ensure customer satisfaction.
• Foster long-term customer relationships through regular interactions.
• Manage renewal processes to ensure customer retention.
• Collaborate with sales and support teams to design and implement new service initiatives.

Skills:
• Leadership: Proven ability to manage and lead teams effectively.
• Analytical Skills: Ability to analyze data and derive actionable insights.
• Strategic Thinking: Capacity to develop and implement effective customer success strategies.
• Communication: Proficient in presenting ideas clearly and concisely.
• Customer Advocacy: Strong focus on customer needs and enhancing customer satisfaction.
• Project Coordination: Skills in coordinating multiple tasks and projects simultaneously.
• Relationship Building: Proficiency in building and maintaining strong client relationships.
• Technical Proficiency: Familiarity with customer success tools and platforms.

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.

 

Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act.

Compensation:

105,800.00 - 185,450.00 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.