Customer Success Manager

Customer Success ManagerThe Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions.The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention.This is not a traditional customer support role. The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes.The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management.Customer Success & Value RealizationDevelop and execute strategic customer success plans tied to defined business objectivesEstablish measurable success criteria and customer outcomesDrive adoption and effective utilization of WK ELM solutionsQuantify and communicate realized value and ROIUnderstand customer priorities and translate them into actionable success initiativesConduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)Maintain clear accountability for customer commitments, milestones, and outcomesCustomer Health & RetentionMonitor customer health, adoption, engagement, and value realizationProactively identify retention risks and early warning indicatorsLead customer recovery and Get to Green initiativesDevelop structured action plans for at-risk accountsCoordinate executive and cross-functional intervention when appropriateEnsure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignmentExecutive Relationship ManagementBuild trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholdersEstablish executive sponsorship and alignmentFacilitate strategic planning and business-outcome discussionsUnderstand customer organizational dynamics, priorities, and decision-making processesDevelop and maintain stakeholder maps across complex customer organizationsServe as the voice of the customer within Wolters KluwerCross-Functional LeadershipPartner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teamsOrchestrate internal resources around customer prioritiesCoordinate customer escalations and issue resolutionEstablish clear ownership, timelines, and accountability for customer commitmentsAdvocate internally for customer needs and prioritiesInfluence outcomes across teams without direct authorityGrowth & AdvocacyRecognize customer needs that may represent expansion opportunities and engage Account ManagementConnect customer business priorities to relevant WK ELM capabilitiesDevelop customer champions, advocates, and referencesSupport customer advisory boards and advocacy programsCapture and communicate customer feedback and emerging needsPartner with Account Management to strengthen the overall strategic relationshipRequired Experience7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline5+ years managing strategic, complex, or enterprise customer relationshipsDemonstrated experience working with large enterprise customers and multiple stakeholder groupsProven ability to engage credibly with senior executives and functional leadersExperience developing and executing strategic customer success or account plansDemonstrated ability to establish customer outcomes and measure value realizationExperience driving enterprise software adoption and utilizationExperience identifying, managing, and mitigating customer and renewal riskExperience leading customer recovery or complex escalation initiativesExperience conducting executive-level business reviews and strategic planning discussionsStrong program management skills, including the ability to manage multiple workstreams, dependencies, owners, and deadlinesExperience leading cross-functional teams in a SaaS or enterprise software environmentProven ability to influence senior stakeholders and internal teams without direct authorityStrong executive communication, presentation, and facilitation skillsAbility to interpret customer data, adoption metrics, operational indicators, and business outcomes to determine customer health and appropriate actionPreferred ExperienceExperience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial SystemsExperience supporting Fortune 1000 or similarly complex global enterprise customersFamiliarity with corporate legal department operations, including legal spend management, outside counsel management, matter management, and legal operationsExperience with enterprise software implementations, transformations, or change management initiativesExperience managing complex, global stakeholder environmentsExperience partnering with Sales or Account Management on renewals and expansion opportunitiesExperience using customer success platforms, CRM systems, adoption analytics, or customer health scoring methodologiesExperience working within a highly matrixed global organizationOur Interview PracticesTo 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:$80,600.00 - $168,200.00 USDCompensation 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.