Manager, Customer Success - Service of Process - Hybrid in Dallas, TX

C T Corporation System (DE); Dallas (TX); Hybrid; USD 90,000 - 157,000; Full time

Benefits offered by this job

Medical plans

Dental & Vision plans

401(k)

Paid parental leave

Vacation & Sick Time

Job summary

Wolters Kluwer is seeking a Customer Success Manager to own strategic customer relationships and ensure successful adoption of AI-powered extraction solutions. You will drive onboarding, implementation, and ongoing value realization while coordinating with Product, Operations, Support and Sales to maximize customer outcomes.

The role emphasizes leadership, coaching, and a proactive approach to customer health, retention, and growth, with a hybrid schedule from the Dallas, TX office and regional

Qualifications

• 5-7 years post-secondary education in a related field or equivalent related work experience
• At least three years in a similar role (Client Service/Account Management/Customer Success/Sales Support)
• Experience in SOPs/process improvements and documenting workflows

Responsibilities

• Owns primary customer relationship for assigned accounts and drives adoption of AI-powered extraction solutions.
• Leads onboarding, implementation, adoption, and ongoing customer success activities.
• Provides coaching to the AI Solutions Consultant and ensures alignment of requirements and delivery.
• Collaborates with Product, Operations, Support, Sales, and Leadership to improve customer outcomes.
• Monitors customer health metrics and identifies opportunities for growth and risk mitigation.
• Supports price quoting, Statements of Work, and project history research as part of the quote-to-order lifecycle.
• Works in a hybrid Dallas, TX schedule, visiting the office Tue–Thu.

Skills

Relationship management

Customer success

Account management

Sales support

Process improvement

Cross-functional collaboration

Education

Bachelor's degree or equivalent in related field

Job description

Wolters Kluwer is a global leader in professional information services that combines deep domain knowledge with specialized technology. Our portfolio offers software tools coupled with content and services that customers need to make decisions with confidence. Every day, our customers make critical decisions to help save lives, improve the way we do business, build better judicial and regulatory systems. We help them get it right.

Who We Are

Wolters Kluwer: The world is a big place, find your place here

Our Locations

1999 Bryan Street Dallas, TX 75201

330 North Brand Blvd. Glendale, CA 91203

28 Liberty Street, New York, NY 10005

4400 Easton Commons, Columbus, OH 43219

What We Offer

The Customer Success Manager role offers growth potential opportunities, professional development, an engaging small team environment, and amazing benefits.

What You’ll be Doing

The Customer Success Manager (CSM) is responsible for ensuring the successful adoption, utilization, and long-term value realization of Wolters Kluwer's AI-powered extraction solutions. As the primary relationship owner for assigned customers, the CSM serves as the strategic point of contact throughout the customer lifecycle, fostering strong partnerships and ensuring customers achieve their desired business outcomes. The CSM provides leadership and direction for the AI Solutions Consultant while coordinating onboarding, implementation, adoption, and ongoing customer success activities. The role works collaboratively with customers and internal stakeholders to drive customer satisfaction, retention, and growth through proactive engagement, consultative guidance, and continuous improvement efforts. The CSM must effectively communicate the value and benefits of AI-powered solutions, advocate for customer needs, and ensure alignment between customer objectives and service delivery. The CSM works closely with Product, Operations, Support, Sales, and Leadership teams to identify opportunities to improve customer outcomes and enhance overall customer experience. In addition, the CSM will work with leadership and cross-functional teams to achieve organizational goals while identifying opportunities for process improvements, service enhancements, and expanded customer value through the effective use of AI solutions.

Key Tasks

• Perform activities across the quote-to-order fulfillment lifecycle, including assistance in preparation of price quotes, assistance in drafting Statements of Work, researching customer project history, project management of key engagements and other activities defined as Customer Success Manager responsibilities.
• Serves as the primary customer relationship owner, partnering with customers to understand business objectives, drive successful adoption of AI-powered extraction solutions, and ensure customers realize ongoing value from their investment.
• Provides leadership, coaching, and development to the AI Solutions Consultant while ensuring customer requirements, implementation activities, and success objectives are effectively aligned and executed.
• Partners with customers and internal stakeholders to establish success criteria, define desired business outcomes, and develop strategies that support long-term customer satisfaction, retention, and growth.
• Oversees customer onboarding, implementation, adoption, and support activities to ensure solutions are delivered effectively and customer expectations are understood and achieved.
• Monitors customer health, satisfaction, solution utilization, operational performance, and key performance indicators to identify opportunities, mitigate risks, and improve customer outcomes.
• Acts as the voice of the customer by representing customer needs, priorities, feedback, and enhancement opportunities while collaborating across Product, Operations, Support, Sales, and other business partners to improve service delivery and customer outcomes.
• Develops and maintains a comprehensive understanding of Wolters Kluwer AI solutions, customer workflows, industry trends, and best practices to effectively support customer engagements and identify opportunities for continuous improvement.
• Represents Wolters Kluwer in customer interactions by demonstrating strong leadership, business acumen, consultative expertise, and a commitment to delivering industry-leading customer experiences and business outcomes.
• Can operate effectively without an established playbook
• Can work a hybrid schedule from our Dallas, TX office, coming to the office on Tuesday, Wednesday, and Thursday

You’re a Great Fit if You Have

• Education: 5-7 years post-secondary education in a related field or equivalent related work experience
• At least three years in a similar role (Client Service/Account Management/Customer Success/Sales Support)
• Standard operating procedures/processes improvement experience
• Experience structuring and documenting processes
• Know how to translate processes into actionable workflows
• Understand how to identify process requirements and expected outcomes
• Experience building a new team, establishing new processes, and implementing new workflows
• Have worked in professional services and/or with managed services.
• Have worked closely with consultants and engineers
• Have led teams through new product/service launches
• Can operate effectively without an established playbook
• Can work a hybrid schedule from our Dallas, TX office, coming to the office on Tuesday, Wednesday, and Thursday

Additional Information

• Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.

Diversity Matters

Wolters Kluwer strives for an inclusive company culture in which we attract, develop, and retain diverse talent to achieve our strategy. As a global company, having a diverse workforce is of the utmost importance. We've been recognized by employees as a European Diversity Leader in the Financial Times, as one of Forbes America’s Best Employers for Diversity in 2022, 2021 and 2020 and as one of Forbes America’s Best Employers for Women in 2021, 2020, 2019 and 2018. In 2020, we placed third in the Female Board Index, and were recognized by the European Women on Boards Gender Diversity Index. Wolters Kluwer and all of our subsidiaries, divisions and customer/departments is an Equal Opportunity / Affidicated Action employer. The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job. They’re not intended to be an exhaustive list of all duties and responsibilities and requirements.

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 — 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

Compensation: $89,600.00 - $157,000.00 USD This 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

• Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave.

Benefits and Programs

Wolters Kluwer offers great 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 at https://www.mywolterskluwerbenefits.com/index.html

Corporate Values

We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

Financial and Operational Metrics

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide.

Mission and Vision

Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.

More Information

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Talent Acquisition Team

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.

Disability and Inclusion Statement

We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

Data Privacy Notice

GDPR Wolters Kluwer ("we" or "us") wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.