Sr Customer Success Specialist

Wolters Kluwer; Houston (TX); On-site; USD 71,000 - 124,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Paid Parental Leave

Job summary

Wolters Kluwer in Houston seeks a Customer Success Specialist to drive adoption, value realization, and retention by aligning WK ELM solutions to customer objectives across Legal Operations, Legal, Finance, and Technology stakeholders.

You will own success plans, monitor health, coordinate resources, and help executives see measurable outcomes. Interim responsibilities include QBRs/EBRs and cross-functional collaboration in a SaaS environment.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or 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 discussions.

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.
• Understand customer priorities and translate them into actionable success initiatives.
• Conduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs).
• Monitor customer health, adoption, engagement, and satisfaction.
• Identify customer risks and early warning indicators.
• Coordinate internal resources to address customer issues.
• Support renewals through adoption, value realization, and engagement.

Skills

Customer Success

Account Management

Consulting

Enterprise Software

Stakeholder Management

Cross-functional teamwork

Tools

CRM systems

Adoption analytics

Customer health metrics

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 ResponsibilitiesCustomer Success & Value RealizationDevelop and execute customer success plans tied to customer objectivesEstablish and track measurable customer success criteriaDrive adoption and effective utilization of WK ELM solutionsUnderstand customer priorities and translate them into actionable success initiativesHelp customers identify and communicate value realized from WK ELM solutionsConduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs)Track customer commitments, milestones, actions, and outcomesCustomer Health & RetentionMonitor customer health, adoption, engagement, and satisfactionIdentify customer risks and early warning indicatorsDevelop action plans to address customer concerns and adoption challengesParticipate in and, where appropriate, lead customer recovery and Get to Green initiativesCoordinate internal resources to address customer issuesEnsure customers are positioned for successful renewals through adoption, demonstrated value, and strong engagementRelationship ManagementBuild trusted relationships with Legal Operations and other key customer stakeholdersDevelop an understanding of customer organizations, priorities, and business objectivesMaintain stakeholder maps and identify opportunities to broaden customer relationshipsFacilitate regular customer planning and progress discussionsSupport executive engagement and sponsorshipServe as a strong voice of the customer within Wolters KluwerCross-Functional LeadershipPartner with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teamsCoordinate internal resources around customer prioritiesFacilitate customer escalations and issue resolutionEstablish clear ownership and follow-through for customer commitmentsAdvocate for customer needs and prioritiesCommunicate customer feedback to appropriate internal teamsGrowth & AdvocacyRecognize customer needs that may represent expansion opportunities and engage Account ManagementConnect customer priorities with relevant WK ELM capabilitiesIdentify and develop potential customer champions and advocatesSupport customer references, advisory boards, and advocacy initiativesCapture and communicate customer feedback and emerging needsPartner with Account Management to strengthen the overall customer relationshipRequired Experience5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline3+ years managing enterprise or complex customer relationshipsExperience developing and executing customer success or account plansExperience driving software adoption and customer engagementExperience monitoring customer health and identifying customer riskExperience participating in customer business reviews and strategic customer discussionsExperience working with multiple stakeholders within customer organizationsExperience working cross-functionally in a SaaS or enterprise software environmentDemonstrated ability to manage multiple customer priorities, actions, and workstreamsStrong communication, presentation, organization, and relationship-management skillsAbility to use customer data, adoption metrics, and other indicators to identify priorities and appropriate actionsPreferred ExperienceExperience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial SystemsExperience supporting large enterprise customersFamiliarity with corporate legal department operations, legal spend management, outside counsel management, or matter managementExperience with enterprise software implementations or change management initiativesExperience working within complex customer stakeholder environmentsExperience partnering with Sales or Account Management on renewals and expansion opportunitiesExperience using customer success platforms, CRM systems, adoption analytics, or customer health methodologiesOur Interview PracticesTo 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:$71,300.00 - $124,475.00 USDCompensation 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.