VP of Customer Success & Delivery Excellence

Wolters Kluwer N.V.; Indianapolis (IN); On-site; USD 206,000 - 309,000; 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 is seeking a Vice President, Customer Success to lead onboarding, implementation, training, adoption, and service delivery across the PHT portfolio. You will direct ~90 customer-facing professionals and partner with Product, Sales, Marketing, Technology, and Content to drive retention and growth.

You will shape the customer delivery strategy, scale operations, and standardize best practices to ensure customers realize value throughout the lifecycle, with a focus on health language

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.

Responsibilities

• Strategic Leadership & Business Execution: Establish and execute customer onboarding, implementation, training, adoption, 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 investments, resource allocation, go-to-market execution, and priorities.
• Own operational performance metrics that support customer retention, adoption, implementation success, and delivery excellence.
• Customer Delivery & Success: Oversee onboarding, training, support, informatics, and service delivery functions.
• Establish consistent service standards across CSC, Health Language, and Medi-Span; lead escalations and service recovery.
• Develop programs to improve engagement, satisfaction, adoption, and long-term success.
• Operational Excellence & Transformation: Lead planning, process improvement, and organizational change initiatives.
• Build scalable operating models; standardize processes and drive automation and efficiency.
• Cross-Functional Leadership: Partner with Product, Sales, Marketing, Finance, Technology, Content to align priorities.
• Organize governance, metrics, and rhythms to improve accountability and effectiveness.
• Organizational Leadership & Talent Development: Lead multi-layered organization; foster accountability and collaboration.
• Drive leadership development, succession planning, and capability building across diverse teams.

Job description

Wolters Kluwer is seeking a Vice President, Customer Success to lead onboarding, implementation, training, adoption, and service delivery across the PHT portfolio. You will direct ~90 customer-facing professionals and partner with Product, Sales, Marketing, Technology, and Content to drive retention and growth.

You will shape the customer delivery strategy, scale operations, and standardize best practices to ensure customers realize value throughout the lifecycle, with a focus on health language