Head of Customer Success & Growth Operations

Wolters Kluwer; Clayton (MO); Hybrid; USD 111,000 - 199,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer is hiring a senior Associate Director, Customer Success in Clayton, MO, to lead a small team delivering high-volume licensing services. The role focuses on strategy execution, operating rhythm, and customer outcomes, while partnering across Operations, Sales, Product, and Finance to scale performance and margins.

The ideal candidate brings 7+ years in customer service management with 3+ in leadership, strong analytics, and executive communication.

Qualifications

• Bachelor’s degree, advanced degree preferred.
• Minimum of 7 years of experience in customer service management and or service operations with at least 3 years in a leadership role.
• Experience coaching and mentoring team members.
• Proven track record of managing high-volume customer service operations and leading successful teams.
• Strong analytical and problem-solving skills, with the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and senior management.
• Experience in the business license filing industry or a similar regulatory environment is desired, but not required.

Responsibilities

• Serve as a strategic member of the CT Business Licenses Leadership Team, helping set priorities and execute plans that support growth, profitability, customer outcomes, and employee engagement.
• Lead managers and their teams across Customer Success operations, including effective oversight of cross functional interactions.
• Translate portfolio strategy into detailed plans, objectives, operating rhythms, and measurable assignments that support the Business Licenses vision, mission, and goals.
• Own performance and results across multiple related teams, with accountability for service quality, timeliness, productivity, customer satisfaction, retention, and margin improvement.
• Use customer feedback, operational data, and performance indicators to identify trends, resolve root causes, and prioritize improvements in partnership with BL leadership team.
• Establish scalable processes, policies, standards, and controls that improve consistency, efficiency, and compliance while supporting a high volume of work.
• Partner cross-functionally with Operations, Sales, Product, Technology, Finance, and other stakeholders to address customer needs, improve handoffs, support strategic accounts, and enable growth.
• Lead resolution of complex or high-impact customer issues, balancing urgency, regulatory requirements, operational feasibility, and long-term relationship value.
• Align staffing, capacity, budgets, and partner resources with business demand and service commitments.
• Develop managers and emerging leaders through coaching, feedback, succession planning, and clear accountability for results.
• Champion change, continuous improvement, and adoption of new tools and ways of working across the organization.
• Represent the voice of the customer in business decisions and ensure insights are translated into practical improvements for clients and teams.

Skills

Leadership of managers

Customer success leadership

Strategic planning

Budget management

Data analytics

Executive communication

Process improvement

Change management

Education

Bachelor’s degree

Advanced degree preferred

Job description

Wolters Kluwer is hiring a senior Associate Director, Customer Success in Clayton, MO, to lead a small team delivering high-volume licensing services. The role focuses on strategy execution, operating rhythm, and customer outcomes, while partnering across Operations, Sales, Product, and Finance to scale performance and margins.

The ideal candidate brings 7+ years in customer service management with 3+ in leadership, strong analytics, and executive communication.