Customer Success & Retention Specialist

The Customer Success Manager (CSM) plays a critical role in helping customers realize value from their investment in Lippincott Solutions. This role partners closely with customers and internal teams to drive adoption, retention, and long‑term relationship success through proactive, structured engagement. CSMs manage a portfolio of customers across National and Mid‑Market segments and engage customers based on account size and needs. The role balances strategic customer relationships with strong organization, communication, and operational execution. Key Responsibilities Customer Engagement & Value Delivery 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 New Implementations & Onboarding 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 Adoption, Retention & Growth 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 Operational Excellence 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 Tools & Productivity 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 Collaboration & Team Contribution 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 Qualifications Required Experience 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 Preferred Experience 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 Travel Up to 10%, primarily domestic Compensation $57,400.00 - $98,350.00 USD This role is eligible for Commission. 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. EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. #J-18808-Ljbffr