Customer Success Manager

Wolters Kluwer; Sydney; Presencial; AUD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working

Learning & development

Wellness programs

Parental leave

Global organization

Descripción de la vacante

Wolters Kluwer is seeking an experienced Customer Success Manager (Strategic Accounts) to lead a portfolio of enterprise customers across Australia and New Zealand. You will serve as the primary relationship owner, partnering with senior sponsors to drive customer value, adoption, retention and long-term business outcomes.

You will balance strategic leadership with a strong commercial mindset, driving GRR/NRR, renewal planning and revenue growth while expanding partnerships and delivering

Formación

• 5+ years in Customer Success, Strategic/Enterprise Account Management or related roles.
• Proven success managing large enterprise or strategic accounts.
• Experience building relationships with senior stakeholders, incl. Director, VP and C-level.
• Strong customer success background with proven retention and adoption outcomes.
• Commercial mindset with renewals, growth, upsell and cross-sell experience.
• Experience in SaaS, information services, GRC or regulatory tech industries.
• Strong consultative selling, stakeholder management and strategic planning.

Responsabilidades

• Own and manage a portfolio of strategic enterprise customers across ANZ.
• Build trusted relationships with executive sponsors and decision-makers.
• Develop and execute customer success plans aligned to objectives and outcomes.
• Lead Executive Business Reviews and strategic account reviews to demonstrate value.
• Drive product adoption, utilization and value realization across accounts.
• Monitor health, identify risks and mitigate to protect retention.
• Partner with Sales and Account Executives on expansion and renewal planning.
• Coordinate with Sales, Product, Professional Services, Support and Marketing.
• Maintain accurate account plans, engagement records and renewal forecasts.

Conocimientos

Stakeholder mgmt

Executive engagement

Strategic account mgmt

SaaS industry experience

Consultative selling

Cross-functional collaboration

Communication & presentation

Descripción del empleo

We are seeking an experienced and commercially minded Customer Success Manager (Strategic Accounts) to manage a portfolio of our most important enterprise customers across Australia and New Zealand. In this role, you will serve as the primary relationship owner for a select group of strategic accounts, partnering with senior stakeholders to drive customer value, adoption, retention and long-term business outcomes. You will act as a trusted advisor, helping customers maximise the impact of their investment while identifying opportunities to expand partnerships and deliver additional value. Unlike a traditional Customer Success role focused primarily on adoption and support, this position combines strategic customer success leadership with a strong commercial mindset. You will be responsible for driving customer health and satisfaction while contributing to retention, renewals and revenue growth across your portfolio.

Customer Success & Strategic Account Management

• Own and manage a portfolio of strategic enterprise customers across ANZ.
• Build trusted relationships with executive sponsors, key stakeholders and decision-makers.
• Develop and execute customer success plans aligned to customer business objectives and desired outcomes.
• Lead Executive Business Reviews (EBRs) and strategic account reviews to demonstrate value and drive long-term engagement.
• Drive product adoption, utilisation and value realisation across assigned accounts.
• Proactively monitor customer health, identify risks and implement mitigation plans to protect retention.
• Serve as the customer's primary advocate and escalation point within the business.

Retention & Revenue Growth

• Drive customer retention and support the achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Identify opportunities for expansion, upsell and cross-sell within existing accounts.
• Develop strategic account growth plans in partnership with Sales and Account Executives.
• Support renewal planning and commercial discussions to ensure continued customer success and business growth.
• Build strong multi-threaded relationships across customer organisations to increase account penetration and long-term partnership value.

Executive Engagement & Business Partnership

• Establish credibility and influence with senior business leaders and executive stakeholders.
• Engage customers in strategic discussions focused on business outcomes, operational efficiency and growth objectives.
• Provide industry insights, best practices and thought leadership to help customers achieve their strategic goals.
• Understand customer priorities, challenges and market dynamics to identify additional opportunities for value creation.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Professional Services, Support and Marketing teams to deliver an exceptional customer experience.
• Act as the voice of the customer internally by sharing feedback, market trends and product enhancement opportunities.
• Coordinate internal resources to ensure successful delivery of customer initiatives and outcomes.
• Maintain accurate account plans, customer engagement records, renewal forecasts and opportunity pipelines in CRM systems.

Skills & Experience

• 5+ years' experience in Customer Success, Strategic Account Management, Enterprise Account Management or related customer-facing roles.
• Proven success managing large, complex enterprise or strategic accounts.
• Experience building relationships with senior stakeholders, including Director, VP and C-level executives.
• Strong customer success background with demonstrated success in driving retention, adoption and customer outcomes.
• Commercially minded with experience supporting renewals, account growth, upsell and cross-sell initiatives.
• Experience within SaaS, software, information services, legal technology, tax and accounting technology, governance, risk and compliance (GRC), regulatory technology or related industries.
• Strong consultative selling, stakeholder management and strategic planning skills.
• Exceptional communication, presentation and executive engagement capabilities.

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance. We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.

Culture and Benefits

• Flexible Working Arrangement – Work from Anywhere and Hybrid Working (promoting work life balance)
• Learning and Development opportunities
• Access to health and wellness programs
• Parental leave benefits that exceed legislative requirements
• The opportunity to work within a global organization with experienced leaders

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.

Why Join Us

If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About the Company

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

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