Chief Customer Success & Delivery Leader

Wolters Kluwer; Chicago (IL); On-site; USD 206,000 - 309,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Paid Parental Leave

Vacation and Sick Time

Job summary

Wolters Kluwer seeks a Vice President, Customer Success to lead onboarding, adoption and service delivery for a diverse healthcare technology portfolio. You will oversee ~90 customer-facing professionals and partner with Product, Sales, Marketing, Technology, Finance and Content to drive retention, growth and operational excellence.

The role emphasizes cross-functional leadership, change management, and building scalable operating models to enable enterprise-wide value realization across Health

Qualifications

• Minimum 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, or SaaS.
• 10+ years leading large, multifunctional organizations with Director-level scope.
• Experience overseeing customer lifecycle functions including onboarding, implementation and support.
• Proven ability to build scalable operating models and drive organizational transformation.

Responsibilities

• Establish and execute onboarding, implementation, training, adoption, and service delivery strategy across the portfolio.
• Drive customer retention, renewal readiness, revenue realization, and operational scalability.
• Lead initiatives to improve customer outcomes and standardize delivery practices.
• Partner with Product, Sales, Marketing, and Finance on strategic investments and go-to-market priorities.
• Lead executive-level customer escalations and maintain delivery excellence across functions.

Skills

Executive leadership

Strategic leadership

Cross-functional leadership

Change leadership

Data-driven decision making

Talent development

Executive presence

Stakeholder management

Operational excellence

Customer focus

Education

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

MBA, MHA, or another relevant advanced degree

Job description

Wolters Kluwer seeks a Vice President, Customer Success to lead onboarding, adoption and service delivery for a diverse healthcare technology portfolio. You will oversee ~90 customer-facing professionals and partner with Product, Sales, Marketing, Technology, Finance and Content to drive retention, growth and operational excellence.

The role emphasizes cross-functional leadership, change management, and building scalable operating models to enable enterprise-wide value realization across Health