Strategic CSM — Executive Value & Adoption Leader

Wolters Kluwer; Houston (TX); On-site; USD 81,000 - 168,000; Full time

Job summary

Wolters Kluwer seeks a Customer Success Manager in Houston to act as a strategic advisor for Legal Operations, General Counsel, and other executives. You will drive adoption, value realization, and retention while coordinating with Account Management, Support, Product, and Professional Services.

You will own customer success plans, monitor health, and lead executive reviews to ensure measurable outcomes and alignment with business priorities.

Qualifications

• 7+ years in Customer Success, Strategic Account Management, or related field.
• 5+ years managing strategic or enterprise relationships.
• Experience engaging with senior executives and multiple stakeholder groups.
• Experience leading cross-functional teams in SaaS environments.
• Experience driving renewal risk mitigation and value realization.

Responsibilities

• Develop strategic customer success plans aligned with business objectives.
• Establish measurable success criteria and outcomes for customers.
• Drive adoption and utilization of WK ELM solutions.
• Quantify and communicate realized value and ROI to customers.
• Lead Executive Business Reviews and Quarterly Business Reviews with stakeholders.
• Maintain accountability for commitments, milestones, and outcomes.
• Build relationships with Legal Operations leaders and executives.
• Coordinate internal resources to deliver customer priorities.
• Identify expansion opportunities and advocate for customer needs.

Skills

Executive communication

Program management

Cross-functional leadership

SaaS adoption

Job description

Wolters Kluwer seeks a Customer Success Manager in Houston to act as a strategic advisor for Legal Operations, General Counsel, and other executives. You will drive adoption, value realization, and retention while coordinating with Account Management, Support, Product, and Professional Services.

You will own customer success plans, monitor health, and lead executive reviews to ensure measurable outcomes and alignment with business priorities.