Chief Customer Success & Delivery

Wolters Kluwer; Indianapolis (IN); On-site; USD 206,000 - 309,000; Full time

Benefits offered by this job

Medical benefits

401(k)

Paid parental leave

Job summary

Wolters Kluwer seeks an accomplished VP, Customer Success to lead onboarding, implementation, training, adoption, and service delivery across the PHT portfolio. You will manage ~90 customer‑facing professionals and partner with Product, Sales, Marketing, and Technology to scale delivery and outcomes.

The role emphasizes executive leadership, organizational transformation, and scalable operating models to improve customer outcomes, retention, and growth across Health Language, CSC, and Medi-Span.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Information Systems, or a related field.
• 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, or healthcare technology.
• 10+ years leading large, multifunctional organizations with Director-level leaders.
• Experience overseeing customer lifecycle functions such as onboarding, implementation, training, customer success, support, or service delivery.
• Proven success leading complex customer implementations across multiple products and delivery models.
• Strong business, financial, and operational acumen with experience influencing investments and priorities.
• Demonstrated ability to partner with Product, Sales, Marketing, Technology, Finance, and executive leadership.
• Executive communication, stakeholder management, and talent development capabilities.

Responsibilities

• Establish and execute onboarding, implementation, training, adoption, customer success, and service delivery strategy.
• Drive retention, renewal readiness, revenue realization, and scalability across the portfolio.
• Lead initiatives to improve customer outcomes and simplify how customers engage with PHT solutions.
• Partner with Product and Sales on investments, go‑to‑market, and customer experience priorities.
• Own metrics and governance for retention, adoption, and delivery excellence.
• Lead executive-level customer escalations and strategic delivery initiatives.

Skills

Executive leadership

Cross-functional collaboration

Strategic thinking

Customer success

Change management

Education

Bachelor's degree in Business, Healthcare Administration, Information Systems, or related field

Tools

CRM systems

Job description

Wolters Kluwer seeks an accomplished VP, Customer Success to lead onboarding, implementation, training, adoption, and service delivery across the PHT portfolio. You will manage ~90 customer‑facing professionals and partner with Product, Sales, Marketing, and Technology to scale delivery and outcomes.

The role emphasizes executive leadership, organizational transformation, and scalable operating models to improve customer outcomes, retention, and growth across Health Language, CSC, and Medi-Span.