Sr Customer Success Specialist

Wolters Kluwer; Chicago (IL); On-site; USD 71,000 - 124,000; 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 in the United States seeks a Customer Success Specialist to help clients achieve measurable outcomes and realize value from WK ELM solutions. You will own success plans, monitor health, and drive renewal readiness by coordinating internal teams and advocating for the customer.

The role requires strong relationship management, multi-stakeholder collaboration, and a track record of driving software adoption in enterprise environments.

Qualifications

• 5+ years in Customer Success or related field.
• Experience managing enterprise or complex relationships.
• Experience developing and executing customer success or account plans.
• Experience driving software adoption and customer engagement.

Responsibilities

• Develop and execute customer success plans tied to customer objectives.
• Establish and track measurable customer success criteria.
• Drive adoption and effective utilization of WK ELM solutions.
• Coordinate internal resources to address customer issues.
• Monitor customer health, adoption, engagement, and satisfaction.
• Support executive engagement and sponsorship.

Skills

Relationship Management

Cross-functional Collaboration

Communication Skills

Strategic Planning

Job description

The Customer Success Specialist is responsible for helping customers achieve measurable business outcomes and realize value from their investment in WK ELM solutions. The Customer Success Specialist develops a strong understanding of each customer's objectives and works with Legal Operations, Legal, Finance, and Technology stakeholders to drive adoption, customer health, value realization, and retention. The Customer Success Specialist owns customer success plans, monitors customer health and risk, and coordinates the resources necessary to deliver against customer objectives. The role partners closely with Account Management, Support, Product, Professional Services, and Technical Account Management to create a consistent and successful customer experience.

Key Responsibilities

Customer Success & Value Realization

• Develop and execute customer success plans tied to customer objectives
• Establish and track measurable customer success criteria
• Drive adoption and effective utilization of WK ELM solutions
• Understand customer priorities and translate them into actionable success initiatives
• Help customers identify and communicate value realized from WK ELM solutions
• Conduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs)
• Track customer commitments, milestones, actions, and outcomes

Customer Health & Retention

• Monitor customer health, adoption, engagement, and satisfaction
• Identify customer risks and early warning indicators
• Develop action plans to address customer concerns and adoption challenges
• Participate in and, where appropriate, lead customer recovery and Get to Green initiatives
• Coordinate internal resources to address customer issues
• Ensure customers are positioned for successful renewals through adoption, demonstrated value, and strong engagement

Relationship Management

• Build trusted relationships with Legal Operations and other key customer stakeholders
• Develop an understanding of customer organizations, priorities, and business objectives
• Maintain stakeholder maps and identify opportunities to broaden customer relationships
• Facilitate regular customer planning and progress discussions
• Support executive engagement and sponsorship
• Serve as a strong voice of the customer within Wolters Kluwer

Cross-Functional Leadership

• Partner with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams
• Coordinate internal resources around customer priorities
• Facilitate customer escalations and issue resolution
• Establish clear ownership and follow-through for customer commitments
• Advocate for customer needs and priorities
• Communicate customer feedback to appropriate internal teams

Growth & Advocacy

• Recognize customer needs that may represent expansion opportunities and engage Account Management
• Connect customer priorities with relevant WK ELM capabilities
• Identify and develop potential customer champions and advocates
• Support customer references, advisory boards, and advocacy initiatives
• Capture and communicate customer feedback and emerging needs
• Partner with Account Management to strengthen the overall customer relationship

Required Experience

• 5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline
• 3+ years managing enterprise or complex customer relationships
• Experience developing and executing customer success or account plans
• Experience driving software adoption and customer engagement
• Experience monitoring customer health and identifying customer risk
• Experience participating in customer business reviews and strategic customer discussions
• Experience working with multiple stakeholders within customer organizations
• Experience working cross-functionally in a SaaS or enterprise software environment
• Demonstrated ability to manage multiple customer priorities, actions, and workstreams
• Strong communication, presentation, organization, and relationship-management skills
• Ability to use customer data, adoption metrics, and other indicators to identify priorities and appropriate actions

Preferred Experience

• Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems
• Experience supporting large enterprise customers
• Familiarity with corporate legal department operations, legal spend management, outside counsel management, or matter management
• Experience with enterprise software implementations or change management initiatives
• Experience working within complex customer stakeholder environments
• Experience partnering with Sales or Account Management on renewals and expansion opportunities
• Experience using customer success platforms, CRM systems, adoption analytics, or customer health methodologies

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

Compensation: $71,300.00 - $124,475.00 USD. 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
• 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.

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