Senior Customer Success Associate

Wolters Kluwer; Wilmington (DE); On-site; USD 75,000 - 82,000; Full time

Benefits offered by this job

Medical, Dental, & Vision plans

401(k) plan

Paid parental leave

Well-being and flexible benefits

Job summary

Wolters Kluwer is seeking a Senior Customer Success Associate to manage and support Independent Director relationships and appointments in governance engagements. You will be the main customer contact from onboarding through renewals, reviewing contracts and coordinating service delivery in a fast-paced environment.

The role requires advanced communication, strong analytical and CRM skills, and the ability to train customers while collaborating with Sales and Product teams.

Qualifications

• Advanced verbal and written communication skills.
• Specialized problem-solving skills for complex issues.
• Advanced analytical skills to interpret customer data.
• Deep technical proficiency with company products and services.
• Advanced CRM management capabilities.
• Strong customer advocacy and relationship management.
• Ability to collaborate across departments.
• Experience in delivering customer training and education.
• Excellent organizational skills to manage multiple transactions and deadlines.

Responsibilities

• Manage Independent Director relationships and appointments for governance engagements.
• Serve as the primary contact for customers throughout the lifecycle.
• Oversee onboarding processes for large or high-profile customers.
• Review contracts and related documentation.
• Address non-standard inquiries and troubleshoot issues.
• Analyze renewal and upsell opportunities.
• Evaluate customer performance data and provide insights.
• Deliver tailored training sessions to customers.
• Ensure implementation schedules align with goals.
• Suggest product/service improvements from customer feedback.
• Collaborate with Sales and Product teams to enhance the experience.
• Foster proactive client relationships.

Skills

Communication skills

Problem solving

Analytical skills

Technical product knowledge

CRM management

Customer advocacy

Cross-functional collaboration

Customer training

Multi-tasking

Job description

We are seeking a detail-oriented and customer-focused Senior Customer Success Associate to join our team. In this role, you will be responsible for managing and supporting Independent Director relationships and appointments for structured finance, special purpose entities, and other corporate governance engagements. This role serves as the primary point of contact for customers throughout the entire engagement lifecycle, from onboarding and appointment coordination through ongoing support, contract review, renewals, and service delivery. The ideal candidate is able to manage multiple transactions, priorities, and deadlines in a fast-paced environment while building strong customer relationships, reviewing and coordinating governance-related documentation and agreements, and ensuring customers derive maximum value from our products and services. FinCEN ID required.

Compensation: $75,000 - $82,000 USD This role is eligible for Bonus.

Responsibilities

• Manage and support Independent Director relationships and appointments for structured finance, special purpose entities, and other corporate governance engagements.
• Serve as the primary point of contact for customers throughout the lifecycle of each appointment.
• Manage complex onboarding processes for large or high-profile customers.
• Review contracts and related documentation.
• Address non-standard customer inquiries and troubleshoot specialized issues.
• Analyze customer renewal and upselling opportunities.
• Evaluate customer performance data and provide detailed insights.
• Deliver specialized training sessions tailored to customer needs.
• Ensure implementation schedules align with customer and company goals.
• Develop recommendations based on customer feedback for product and service improvement.
• Collaborate closely with Sales and Product teams to enhance the customer experience.
• Foster robust client relationships through proactive engagement.

Qualifications & Skills

• Advanced verbal and written communication skills.
• Specialized problem-solving skills with the ability to address and resolve complex issues.
• Advanced analytical skills with the ability to interpret and act on customer data.
• Deep technical proficiency and knowledge of company products and services.
• Advanced CRM management skills.
• Strong customer advocacy and relationship management capabilities.
• Ability to collaborate effectively across different departments.
• Expertise in providing in-depth customer training and education.
• Strong organizational skills with the ability to manage multiple transactions and deadlines.

Additional Role Expectations

Requires in-depth knowledge and specialized expertise in operational or administrative processes gained through job-related training and considerable on-the-job experience. Takes a broad perspective to evaluate non-standard operational or administrative problems and identify solutions from partial or conflicting information. Completes a variety of operational or administrative assignments under limited supervision, following general instruction for new or special assignments. Communicates potentially sensitive information with other departments and/or external organizations. May serve as an informal resource for colleagues with less experience.

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.

Compensation: $44,000.00 - $74,300.00 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.

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.

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.

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.

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