Strategic Enterprise Customer Success Lead

UpToDate; Massachusetts; On-site; USD 81,000 - 168,000; Full time

Job summary

Wolters Kluwer in Massachusetts is seeking a Customer Success Manager (CSM) to ensure customers achieve measurable outcomes and maximize value from WK ELM solutions. This role acts as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders.

You will own success plans, drive adoption, manage risk, and partner with cross-functional teams to deliver results, renewals, and executive-level engagement.

Qualifications

• 7+ years of progressive experience in Customer Success, Strategic Account Management, or related field.
• 5+ years managing strategic, complex, or enterprise customer relationships.
• Experience working with large enterprise customers and multiple stakeholder groups.
• Proven ability to engage credibly with senior executives and leaders.
• Experience developing and executing strategic customer success or account plans.
• Experience driving enterprise software adoption and utilization.
• Experience leading renewal risk mitigation and customer recovery.

Responsibilities

• Develop and execute strategic customer success plans tied to business objectives.
• Establish measurable success criteria and customer outcomes.
• Drive adoption and utilization of WK ELM solutions.
• Quantify and communicate realized value and ROI.
• Maintain accountability for commitments, milestones, and outcomes.
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs).
• Coordinate cross-functional resources around customer priorities.

Skills

Strategic thinking

Executive communication

Cross-functional collaboration

Stakeholder management

Customer health monitoring

Renewal risk management

Change management

Job description

Wolters Kluwer in Massachusetts is seeking a Customer Success Manager (CSM) to ensure customers achieve measurable outcomes and maximize value from WK ELM solutions. This role acts as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders.

You will own success plans, drive adoption, manage risk, and partner with cross-functional teams to deliver results, renewals, and executive-level engagement.