Customer Success Manager

Customer Success Manager

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

The Customer Success Manager (CSM), Professional Services serves as a strategic liaison between customers, Sales Executives, Solutions Consultants, Professional Services, Operations, Product, and other internal stakeholders to ensure successful transitions from sales through project completion and ongoing customer satisfaction.

This role is responsible for supporting complex customer engagements from initial scoping through delivery. The CSM partners closely with Sales and customers to understand business needs, gather requirements, define project scope, and ensure all necessary information is captured to support accurate quoting, order submission, project execution, and successful outcomes.

The Customer Success Manager supports the sales and project lifecycle by responding to inbound customer and sales quote requests, conducting account research, identifying requirements and dependencies, and partnering with internal teams to develop accurate quotes and Statements of Work (SOWs). The CSM also ensures that all order submission requirements and deliverables are thoroughly documented and contain the information needed to execute the project effectively and deliver the desired customer outcome.

As a trusted advisor throughout the customer lifecycle, the CSM facilitates cross-functional collaboration, communicates effectively with Sales and customers, helps resolve issues, and proactively identifies opportunities to improve the customer experience and create additional account value. The role is critical to accelerating the project lifecycle, ensuring timely and high-quality deliverables, and strengthening long-term customer relationships.

A strong understanding of the sales organization, product offerings, professional services, and fulfillment processes is essential. The CSM will also identify opportunities for up-selling and cross-selling that align with customer needs and contribute to revenue growth.

Key tasks include performing activities across the quote-to-order fulfillment lifecycle, partnering with Sales, the customer, and other internal departments, guiding and assisting Sales or customers with their initial and/or repeat projects, assessing and addressing post-project inquiries, demonstrating self-motivation and enthusiasm, facilitating the transition from Sales to the Professional Services team, facilitating discussions with customers on complex or technical requirements, facilitating complex or non-traditional project requests, documenting processes, completing assigned tasks by pre-established deadlines, utilizing a project management skillset to manage multiple day-to-day activities, and working collaboratively with Sales team members and other support departments to achieve common goals.

You're a great fit if you have 5-7 years post-secondary education in a related field or equivalent related work experience, at least three years in a similar role, specialized knowledge of or experience with iLien products and projects related to customer engagement, experience working with the following WKLS internal applications: Pricing Central, Verifile, iLien platform, and Account Tools, strong written and verbal skills, proficiency in Microsoft Office and Salesforce.com, a collaborative team-oriented attitude, the ability to thrive in a fast-paced environment, a proactive mindset and self-motivation, the ability to work cross-functionally to resolve technical, procedural, service or operational issues, experience with data analysis and providing consulting services, a passion for learning sales processes and related tools or technologies, a collaborative mindset, experience in using PowerPoint or other presentation software to create internal and customer-facing materials, proficiency in Microsoft Office Suite applications, and programs and certifications completed for professional development.

We are an incredibly supportive team that truly enjoys what we do and who we do it with. We play a key role within WK and assist in driving the daily success. If you have a passion for making a true difference within an organization, while working alongside a genuinely caring and supportive team, we highly encourage you to apply. #BeTheDifference

Wolters Kluwer offers great benefits and programs to help meet your needs and balance your work and personal life, including 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 at