Customer Success Associate Director - Healthcare SaaS

Customer Success AD

LOCATION: Hybrid 8 days a month in the office (Chicago, Dallas, Indianapolis, Waltham, Philadelphia, Kennesaw)

OVERVIEW

The Customer Success AD is a senior individual contributor responsible for driving customer outcomes, value realization, and strategic partnership across a portfolio of Wolters Kluwer Health's largest, most complex, and highest-priority health system customers. Serving as a trusted advisor to executive, clinical, operational, and digital leaders, this role ensures customers maximize the value of their investments across the UpToDate portfolio, including UpToDate, Lexidrug, Patient Engagement solutions, and future products and capabilities. The Customer Success AD develops and executes strategic success plans, leads executive-level engagement, and serves as the primary advocate for customer needs while helping customers achieve measurable clinical, operational, financial, and patient experience outcomes.

Working in close partnership with Sales, Account Management, Product Management, Clinical teams, and Support, the Customer Success AD acts as the central orchestrator of the customer experience for assigned accounts. This role leverages deep healthcare industry knowledge, strong executive presence, and customer success expertise to strengthen strategic partnerships, drive portfolio adoption, identify opportunities for expanded value, and ensure long-term customer success. In addition, the Customer Success AD serves as a mentor and thought leader within the Customer Success organization, contributing best practices and helping advance the organization's customer-centric culture and capabilities.

Responsibilities

• Serve as the primary Customer Success leader for an assigned portfolio of the organization's largest, most strategic, and most complex health system customers.
• Develop trusted relationships with executive, clinical, pharmacy, nursing, digital, operational, and administrative stakeholders across customer organizations.
• Establish a deep understanding of each customer's strategic priorities, organizational goals, operational challenges, and clinical initiatives.
• Lead executive business reviews, strategic planning sessions, and value realization discussions with senior customer stakeholders.
• Act as a trusted advisor, helping customers leverage CDSP solutions to achieve meaningful clinical, financial, and patient experience outcomes.

• Drive adoption, utilization, and value realization across the full UpToDate portfolio, including UpToDate, Lexidrug, Patient Engagement solutions, and future products, packages, and capabilities.
• Develop and execute comprehensive customer success plans aligned to customer goals and organizational priorities.
• Identify opportunities to increase awareness, adoption, workflow integration, and strategic use of portfolio capabilities across the health system.
• Partner with customer stakeholders to establish success metrics, monitor progress, and demonstrate measurable outcomes.
• Proactively identify risks to adoption, engagement, customer outcomes, or long-term partnership success and develop mitigation strategies.

• Develop and maintain detailed account strategies, stakeholder maps, success plans, and engagement plans for assigned health systems.
• Coordinate customer success activities across multiple facilities, service lines, departments, and stakeholder groups within complex healthcare organizations.
• Ensure customer objectives, risks, opportunities, and outcomes are documented and actively managed.
• Leverage customer data, utilization trends, and health indicators to inform engagement strategies and recommendations.
• Drive accountability for achieving customer-defined success outcomes and maximizing customer value.

• Partner closely with Sales counterparts to support retention, renewal, and expansion opportunities within assigned accounts.
• Provide strategic customer insights, adoption trends, executive relationship intelligence, and value realization metrics to inform account planning.
• Collaborate on customer engagement strategies, executive meetings, and renewal preparation activities.
• Identify opportunities for broader portfolio adoption and communicate customer needs and priorities to commercial partners.
• Support account growth objectives by ensuring customers understand and realize value from current and emerging CDSP capabilities.

• Serve as the voice of the customer by communicating customer priorities, challenges, feedback, and market trends to internal stakeholders.
• Partner with Product Management, Clinical teams, Support, Marketing, and other functions to address customer needs and improve customer outcomes.
• Lead coordination of resources and stakeholders necessary to support complex customer initiatives, escalations, and strategic opportunities.
• Advocate for product enhancements, service improvements, and innovations that address customer challenges and advance customer success.
• Support adoption of new products, capabilities, and strategic initiatives across assigned accounts.

• Serve as a subject matter expert and mentor within the Customer Success organization, sharing best practices and expertise related to strategic account management and customer value realization.
• Contribute to the development of customer success methodologies, tools, processes, and engagement strategies.
• Support onboarding and development of Customer Success Managers and Senior Customer Success Managers through coaching and knowledge sharing.
• Participate in strategic initiatives that advance Customer Success capabilities and organizational objectives.
• Represent Customer Success in cross-functional projects, customer advisory activities, and strategic business initiatives as appropriate.

Qualifications

Education: Bachelor's degree in related field, specialized training, or equivalent work experience.

Experience: 6+ years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role

Other Knowledge, Skills, Abilities or Certifications:

• Proven track record of influencing cross-functional partners (Sales, Product) without direct authority
• Strong ability to engage directly with customers to understand workflows, challenges, and adoption behavior
• Exceptional written and verbal communication skills, with the ability to: present to senior stakeholders; facilitate cross-functional alignment; clearly articulate tradeoffs and recommendations
• Provider/healthcare segment expertise strongly preferred

TRAVEL: Up to 40% of travel; as needed based on customer needs

#LI-Hybrid