Customer Success Associate

Mass Digital Health; Boston (MA); On-site; USD 41,000 - 69,000; Full time

Benefits offered by this job

Medical, Dental, Vision Plans

401(k)

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer in Boston is seeking a Customer Success Associate to support and manage the customer lifecycle, focusing on onboarding, engagement, and proactive issue resolution. You will work with professional customers under private agreements, ensuring satisfaction and renewal opportunities.

The role requires collaboration with internal teams, data analysis of customer engagement, and training support. Onsite recruitment may be required as part of the process.

Qualifications

• Excellent verbal and written communication.
• Ability to tackle a wider range of issues.
• Basic analytical skills to interpret customer data.
• Strong understanding of products/services.
• Proficient use of CRM tools for customer management.
• Deepened empathy and focus on customer needs.
• Enhanced team collaboration and coordination.
• Ability to implement customer feedback effectively.

Responsibilities

• Proactively support onboarding for new customers.
• Address and resolve a broad range of inquiries and issues.
• Assist with renewals and upsell opportunities.
• Monitor and analyze customer performance and engagement data.
• Provide intermediate-level training and guidance to customers.
• Ensure implementation schedules, targets and budgets are met.
• Collaborate with internal teams on customer feedback to improve offerings.
• Document detailed customer interactions and updates in CRM.
• Identify areas for product/service improvements based on feedback.
• Maintain and strengthen client relationships.

Skills

Communication

Problem-solving

Analytical skills

Technical proficiency

CRM usage

Customer focus

Collaboration

Feedback implementation

Tools

CRM systems

Job description

As a Customer Success Associate, you will build upon your foundational skills to support and manage the customer lifecycle more comprehensively. You will take on a more proactive role in ensuring customers are engaged and satisfied, acting as an essential resource for troubleshooting and enhancements.

In this role on the CT Corporate Staffing Team, you will be working with a wide range of professional customers seeking support for private agreements (e.g. loan agreements, indentures, guaranty agreements).

Responsibilities

• Proactively support the onboarding process for new customers.
• Address and resolve a broader range of customer inquiries and issues.
• Assist with customer renewals and upselling opportunities.
• Monitor and analyze customer performance and engagement data.
• Provide intermediate-level training and guidance to customers.
• Ensure implementation schedules, targets, and budgets are met.
• Collaborate with internal teams on customer feedback to improve products/services.
• Document detailed customer interactions and updates in CRM.
• Identify potential areas for service/product improvement based on customer feedback.
• Maintain and enhance strong client relationships.

Skills

• Enhanced Communication: Improved verbal and written communication capabilities.
• Intermediate Problem-Solving: Ability to tackle a wider range of issues.
• Analytical Skills: Basic analytical skills to track and interpret customer data.
• Technical-Technical Proficiency: Stronger understanding of products/services.
• Advanced CRM: More proficient use of CRM tools for streamlined customer management.
• Customer Focus: Deepened empathy and focus on customer needs.
• Collaboration: Enhanced team collaboration and coordination.
• Feedback Implementation: Ability to implement customer feedback effectively.

Our 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.

Compensation:

$41,100.00 - $68,900.00 USDThis role is eligible for Bonus.

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

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.