Senior Customer Success Associate

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

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

FSA/HSA

Commuter Benefits

Tuition Assistance Plan

Vacation and Sick Time

Paid Parental Leave

Job summary

Wolters Kluwer seeks a Senior Customer Success Associate to guide high‑priority customers, address complex onboarding, and ensure customers maximize value from our software and information solutions. You will deliver strategic guidance, proactive engagement, and tailored training.

You’ll partner with Sales and Product teams to improve the customer experience, analyze performance data, and develop recommendations that drive adoption and satisfaction across key accounts.

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.
• Build and maintain strong client relationships through proactive engagement.

Skills

Advanced communication

Problem-solving

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 hiring process.

Additional Information:

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, and Paid Parental Leave. Full details of our benefits are available upon request. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. 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. 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. 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. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. 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. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. 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. 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. 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