VP, Customer Success

Wolters Kluwer; Chicago (IL); On-site; USD 206,000 - 309,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Plans

401(k)

Paid Parental Leave

Vacation and Sick Time

Job summary

Wolters Kluwer seeks a Vice President, Customer Success to lead onboarding, adoption and service delivery for a diverse healthcare technology portfolio. You will oversee ~90 customer-facing professionals and partner with Product, Sales, Marketing, Technology, Finance and Content to drive retention, growth and operational excellence.

The role emphasizes cross-functional leadership, change management, and building scalable operating models to enable enterprise-wide value realization across Health

Qualifications

• Minimum 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, or SaaS.
• 10+ years leading large, multifunctional organizations with Director-level scope.
• Experience overseeing customer lifecycle functions including onboarding, implementation and support.
• Proven ability to build scalable operating models and drive organizational transformation.

Responsibilities

• Establish and execute onboarding, implementation, training, adoption, and service delivery strategy across the portfolio.
• Drive customer retention, renewal readiness, revenue realization, and operational scalability.
• Lead initiatives to improve customer outcomes and standardize delivery practices.
• Partner with Product, Sales, Marketing, and Finance on strategic investments and go-to-market priorities.
• Lead executive-level customer escalations and maintain delivery excellence across functions.

Skills

Executive leadership

Strategic leadership

Cross-functional leadership

Change leadership

Data-driven decision making

Talent development

Executive presence

Stakeholder management

Operational excellence

Customer focus

Education

Bachelor's degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field

MBA, MHA, or another relevant advanced degree

Job description

The Vice President, Customer Success is a key member of the PHT Leadership Team responsible for leading customer onboarding, implementation, training, adoption, customer success, and service delivery across the PHT portfolio. This executive oversees approximately 90 customer-facing professionals through multiple layers of leadership and is accountable for ensuring customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle. The role leads teams supporting Health Language, CSC, and Medi-Span and partners closely with Product, Sales, Marketing, Technology, Finance, and Content leadership to drive customer retention, operational excellence, revenue realization, and long-term growth. As one of the three primary functional leaders within PHT, alongside the VP Product and VP Sales, this leader will play a critical role in shaping customer delivery strategy, scaling customer-facing operations, and creating a more unified and efficient operating model across the business.

Scope of Leadership

• Lead an organization of approximately 90 employees across multiple layers of management.
• Provide executive leadership across customer-facing teams supporting Health Language, CSC, and Medi-Span.
• Directly manage Director-level leaders Oversee customer onboarding, implementation, training, adoption, customer success, support, retention, and operational performance across the PHT portfolio.
• Support a diverse portfolio of healthcare technology, SaaS, data, terminology, content, analytics, and workflow solutions serving pharmacies, providers, payers, PBMs, health systems, government agencies, and healthcare technology partners.

Why This Role Matters

This role is more than leading implementation and customer success teams. It is responsible for bringing together multiple customer-facing organizations, creating a scalable operating model, standardizing best practices, and ensuring customers consistently realize value from PHT solutions. Success will be measured through improved customer outcomes, implementation excellence, stronger adoption and retention, increased operational efficiency, and the ability to scale customer delivery capabilities across a growing healthcare technology portfolio.

Key Responsibilities

Strategic Leadership & Business Execution

Establish and execute PHT's customer onboarding, implementation, training, adoption, customer success, and service delivery strategy. Drive customer retention, renewal readiness, revenue realization, and operational scalability across the portfolio. Lead initiatives that improve customer outcomes and simplify how customers engage with PHT solutions. Partner with Product and Sales leadership on strategic investments, resource allocation, go-to-market execution, and customer experience priorities. Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives. Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence.

Customer Delivery & Success

Ensure customers successfully implement, adopt, and realize value from PHT solutions throughout the customer lifecycle. Oversee implementation, onboarding, customer training, customer success, support, informatics, and service delivery functions. Establish consistent service standards and delivery practices across CSC, Health Language, and Medi-Span. Lead executive-level customer escalations and service recovery efforts. Develop programs that improve customer engagement, satisfaction, adoption, and long-term success.

Operational Excellence & Transformation

Lead operational planning, process improvement, and organizational transformation initiatives across customer-facing functions. Build scalable operating models that support business growth, efficiency, and customer retention. Standardize implementation, training, customer success, support, and operational delivery processes across the organization. Drive automation, operational efficiency, and continuous improvement initiatives. Lead change management efforts associated with business transformation, new products, and organizational integration initiatives.

Cross-Functional Leadership

Partner closely with Product, Sales, Marketing, Finance, Technology, and Content leadership to align priorities and execution. Utilize customer and operational insights to influence product roadmap decisions and customer experience improvements. Ensure customer-facing teams are prepared to support new product launches, enhancements, and strategic initiatives. Support customer growth and business performance through effective cross-functional execution. Establish governance, metrics, and operating rhythms that improve accountability and organizational effectiveness.

Organizational Leadership & Talent Development

Lead and develop a multi-layered organization consisting of Directors, Managers, Team Leads, and customer-facing professionals. Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement. Drive leadership development, succession planning, and organizational capability building. Develop and retain high-performing teams capable of supporting future growth and transformation. Foster engagement and alignment across geographically diverse and functionally diverse teams.

Minimum Qualifications

• Bachelor's degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field.
• 15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, healthcare technology, or a related field.
• 10+ years of experience leading large, multifunctional organizations through multiple layers of management, including Director-level leaders.
• Demonstrated experience leading organizations of 50+ employees with accountability for customer outcomes, operational performance, and business results.
• Proven success leading complex customer implementations across multiple products, delivery models, business units, or customer segments.
• Experience overseeing customer lifecycle functions such as onboarding, implementation, training, customer success, professional services, support, or service delivery.
• Demonstrated success leading operational transformation, organizational redesign, process standardization, and change management initiatives.
• Strong business, financial, and operational acumen with experience influencing investment decisions, resource allocation, and organizational priorities.
• Proven ability to build scalable operating models that improve customer outcomes, delivery quality, efficiency, retention, and revenue realization.
• Demonstrated ability to partner effectively with Product, Sales, Marketing, Technology, Finance, and executive leadership teams.
• Exceptional executive communication, stakeholder management, cross-functional leadership, and talent-development capabilities.

Preferred Qualifications

• MBA, MHA, or another relevant advanced degree.
• Leadership experience within healthcare technology, pharmacy technology, clinical workflow solutions, healthcare data, SaaS, or another complex technology environment.
• Experience building, scaling, or transforming implementation, customer success, professional services, training, or customer operations organizations.
• Experience leading customer-facing functions across multiple business units, product portfolios, and customer segments.
• Familiarity with healthcare data standards, clinical terminology, pharmacy workflows, healthcare informatics, reimbursement, or healthcare operations.
• Experience supporting mergers, acquisitions, organizational integrations, or operating-model redesign initiatives.
• Lean, Six Sigma, PMP, or other relevant operational excellence certifications.

Leadership Competencies

• Strategic Thinking & Vision
• Customer Focus
• Operational Excellence
• Business & Financial Acumen
• Executive Presence
• Cross-Functional Leadership
• Change Leadership
• Data-Driven Decision Making
• Talent Development
• Innovation & Continuous Improvement

Success in This Role

Customers implement and adopt solutions faster and more successfully. Customer retention, satisfaction, and renewal performance improve. Customer-facing organizations operate through a unified and scalable delivery model. Operational efficiency, consistency, and service quality improve across the portfolio. Teams are aligned around common customer success practices, metrics, and goals. PHT is positioned for sustainable growth through strong customer outcomes and operational excellence.

Travel Requirements

Ability to travel up to 25%, primarily for customer engagements, leadership meetings, strategic planning sessions, and industry events.

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: $206,300.00 - $309,400.00 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. 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
• 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.

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.

Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.