Customer Success Manager: Retention & Adoption Expert

Wolters Kluwer; Honolulu (HI); On-site; USD 57,000 - 98,000; Full time

Job summary

Wolters Kluwer's Lippincott Solutions team is hiring a Customer Success Manager to drive adoption and retention for National and Mid‑Market customers in the US. You will partner with customers and internal teams, lead programmatic check-ins, and guide onboarding and early adoption to ensure successful value realization.

The role emphasizes proactive communication, tracking health metrics in Salesforce, and collaborating with Account Executives on renewals and expansions.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• Maintain accurate and timely customer records in Salesforce.

Skills

Communication

Relationship management

Virtual meetings

MS Office

CRM experience

Tools

Microsoft Teams

WebEx

Salesforce.com

CRM (Salesforce)

Job description

Wolters Kluwer's Lippincott Solutions team is hiring a Customer Success Manager to drive adoption and retention for National and Mid‑Market customers in the US. You will partner with customers and internal teams, lead programmatic check-ins, and guide onboarding and early adoption to ensure successful value realization.

The role emphasizes proactive communication, tracking health metrics in Salesforce, and collaborating with Account Executives on renewals and expansions.