Senior Customer Success Associate

Wolters Kluwer; Madison (WI); On-site; USD 40,000 - 68,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision plan

401(k)

FSA/HSA

Commuter benefits

Tuition assistance

Vacation and sick time

Parental leave

Job summary

Wolters Kluwer in Madison, WI seeks a Senior Customer Success Associate to guide high-profile customers, manage onboarding, and provide strategic, proactive support to maximize product value.

You will address complex inquiries, analyze usage data, and deliver tailored training, while collaborating with Sales and Product teams to drive customer success and retention.

Qualifications

• Advanced verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Deep technical knowledge of company products and services.
• Advanced CRM management experience.
• Strong customer advocacy and relationship-building skills.
• Ability to collaborate effectively across departments.
• Experience delivering customer training and education.

Responsibilities

• Manage complex onboarding processes for large or high-profile customers.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze renewal and upselling opportunities.
• Evaluate customer performance data and provide actionable insights.
• Deliver specialized training sessions tailored to customer needs.
• Ensure implementation schedules align with customer and company goals.
• Serve as the primary point of contact for high-priority customers.
• Develop recommendations based on customer feedback to improve products and services.
• Partner with Sales and Product teams to enhance the customer experience.

Skills

Verbal and written communication

Problem solving

Technical product knowledge

CRM management

Customer advocacy

Cross-functional collaboration

Customer training

Job description

As a Senior Customer Success Associate, you will leverage specialized skills to address non-standard operational and administrative challenges while building strong customer relationships and ensuring customers maximize the value of our products and services. This role serves as a key resource for high-priority customers, providing specialized support, strategic guidance, and proactive engagement.

Key Responsibilities

• Manage complex onboarding processes for large or high-profile customers.


• Address non-standard customer inquiries and troubleshoot specialized issues.


• Analyze renewal and upselling opportunities.


• Evaluate customer performance data and provide actionable insights.


• Deliver specialized training sessions tailored to customer needs.


• Ensure implementation schedules align with customer and company goals.


• Serve as the primary point of contact for high-priority customers.


• Develop recommendations based on customer feedback to improve products and services.


• Partner with Sales and Product teams to enhance the customer experience.


• Build and maintain strong client relationships through proactive engagement.

Skills & Qualifications

• Advanced verbal and written communication skills.


• Strong problem-solving and analytical abilities.


• Deep technical knowledge of company products and services.


• Advanced CRM management experience.


• Strong customer advocacy and relationship-building skills.


• Ability to collaborate effectively across departments.


• Experience delivering customer training and education.

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.

Employee must obtain a FinCEN ID within 7 days after the first day of employment and comply with all requirements of the Corporate Transparency Act on a continuing basis, including without limitation, by providing the U.S. government and Wolters Kluwer all information necessary to effectuate the purposes of the Act.

Compensation

$40,000.00 - $67,550.00 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 recruitment process.

Additional Information

• 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.