Customer Success Partner
Wolters Kluwer
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Benefits offered by this job
Job summary
Wolters Kluwer in Houston is seeking a Customer Success Manager to help Legal Operations, Legal, Finance, and Technology stakeholders achieve measurable outcomes from WK ELM solutions. This is a strategic advisory role focused on adoption, health, value realization, and retention, not traditional support.
You will own customer success plans, conduct EBRs/QBRs, lead cross‑functional teams, and coordinate executive engagement to drive renewals and expansion.
Qualifications
- 7+ years in Customer Success, Strategic Account Management, or related field.
- Experience managing strategic, complex enterprise relationships.
- Proven ability to engage with senior executives and cross-functional leaders.
- Experience leading cross-functional teams in SaaS/enterprise software environments.
- Strong program management and multi-workstream leadership.
Responsibilities
- Develop and execute strategic customer success plans aligned to business objectives.
- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).
- Monitor customer health, adoption, and value realization; mitigate renewal risks.
- Build trusted relationships with senior stakeholders and act as the voice of the customer.
- Coordinate internal resources to deliver on customer commitments and drive renewals/expansion.
Skills
Job description
The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions. The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention. This is not a traditional customer support role. The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes. The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management.
- Develop and execute strategic customer success plans tied to defined business objectives
- Establish measurable success criteria and customer outcomes
- Drive adoption and effective utilization of WK ELM solutions
- Quantify and communicate realized value and ROI
- Understand customer priorities and translate them into actionable success initiatives
- Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)
- Maintain clear accountability for customer commitments, milestones, and outcomes
- Monitor customer health, adoption, engagement, and value realization
- Proactively identify retention risks and early warning indicators
- Lead customer recovery and Get to Green initiatives
- Develop structured action plans for at-risk accounts
- Coordinate executive and cross-functional intervention when appropriate
- Ensure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignment
- Build trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholders
- Establish executive sponsorship and alignment
- Facilitate strategic planning and business-outcome discussions
- Understand customer organizational dynamics, priorities, and decision‑making processes
- Develop and maintain stakeholder maps across complex customer organizations
- Serve as the voice of the customer within Wolters Kluwer
- Partner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams
- Orchestrate internal resources around customer priorities
- Coordinate customer escalations and issue resolution
- Establish clear ownership, timelines, and accountability for customer commitments
- Advocate internally for customer needs and priorities
- Influence outcomes across teams without direct authority
- Recognize customer needs that may represent expansion opportunities and engage Account Management
- Connect customer business priorities to relevant WK ELM capabilities
- Develop customer champions, advocates, and references
- Support customer advisory boards and advocacy programs
- Capture and communicate customer feedback and emerging needs
- Partner with Account Management to strengthen the overall strategic relationship
- 7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline
- 5+ years managing strategic, complex, or enterprise customer relationships
- Demonstrated experience working with large enterprise customers and multiple stakeholder groups
- Proven ability to engage credibly with senior executives and functional leaders
- Experience developing and executing strategic customer success or account plans
- Demonstrated ability to establish customer outcomes and measure value realization
- Experience driving enterprise software adoption and utilization
- Experience identifying, managing, and mitigating customer and renewal risk
- Experience leading customer recovery or complex escalation initiatives
- Experience conducting executive-level business reviews and strategic planning discussions
- Strong program management skills, including the ability to manage multiple workstreams, dependencies, owners, and deadlines
- Experience leading cross-functional teams in a SaaS or enterprise software environment
- Proven ability to influence senior stakeholders and internal teams without direct authority
- Strong executive communication, presentation, and facilitation skills
- Ability to interpret customer data, adoption metrics, operational indicators, and business outcomes to determine customer health and appropriate action
- Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems
- Experience supporting Fortune 1000 or similarly complex global enterprise customers
- Familiarity with corporate legal department operations, including legal spend management, outside counsel management, matter management, and legal operations
- Experience with enterprise software implementations, transformations, or change management initiatives
- Experience managing complex, global stakeholder environments
- Experience partnering with Sales or Account Management on renewals and expansion opportunities
- Experience using customer success platforms, CRM systems, adoption analytics, or customer health scoring methodologies
- Experience working within a highly matrixed global organization
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.
$80,600.00 - $168,200.00 USD
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.
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
- Paid Parental Leave
Full details of our benefits are available upon request.
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