Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions. The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention. This is not a traditional customer support role.

The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes. The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management.

Key Responsibilities Customer Success & Value Realization Develop and execute strategic customer success plans tied to defined business objectives Establish measurable success criteria and customer outcomes Drive adoption and effective utilization of WK ELM solutions Quantify and communicate realized value and ROI Understand customer priorities and translate them into actionable success initiatives Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) Maintain clear accountability for customer commitments, milestones, and outcomes Customer Health & Retention

Monitor customer health, adoption, engagement, and value realization Proactively identify retention risks and early warning indicators Lead customer recovery and Get to Green initiatives Develop structured action plans for at-risk accounts Coordinate executive and cross-functional intervention when appropriate Ensure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignment Executive Relationship Management Build trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholders Establish executive

sponsorship and alignment Facilitate strategic planning and business-outcome discussions Understand customer organizational dynamics, priorities, and decision-making processes Develop and maintain stakeholder maps across complex customer organizations Serve as the voice of the customer within Wolters Kluwer Cross-Functional Leadership Partner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams Orchestrate internal resources around customer priorities Coordinate customer escalations and issue resolution Establish

clear ownership, timelines, and accountability for customer commitments Advocate internally for customer needs and priorities Influence outcomes across teams without direct authority Growth & Advocacy Recognize customer needs that may represent expansion opportunities and engage Account Management Connect customer business priorities to relevant WK ELM capabilities Develop customer champions, advocates, and references Support customer advisory boards and advocacy programs Capture and communicate customer feedback and emerging needs Partner with Account Management to strengthen the

overall strategic relationship Required Experience 7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline 5+ years managing strategic, complex, or enterprise customer relationships Demonstrated experience working with large enterprise customers and multiple stakeholder groups Proven ability to engage credibly with senior executives and functional leaders Experience developing and executing strategic customer success or account plans Demonstrated ability to

establish customer outcomes and measure value realization Experience driving enterprise software adoption and utilization Experience identifying, managing, and mitigating customer and renewal risk Experience leading customer recovery or complex escalation initiatives Experience conducting executive-level business reviews and strategic planning discussions Strong program management skills, including the ability to manage multiple workstreams, dependencies, owners, and deadlines Experience leading cross-functional teams in a SaaS or enterprise software environment Proven ability to influence

senior stakeholders and internal teams without direct authority Strong executive communication, presentation, and facilitation skills Ability to interpret customer data, adoption metrics, operational indicators, and business outcomes to determine customer health and appropriate action Preferred Experience Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems Experience supporting Fortune 1000 or similarly complex global enterprise customers Familiarity with corporate legal department operations,

including legal spend management, outside counsel management, matter management, and legal operations Experience with enterprise software implementations, transformations, or change management initiatives Experience managing complex, global stakeholder environments Experience partnering with Sales or Account Management on renewals and expansion opportunities Experience using customer success platforms, CRM systems, adoption analytics, or customer health scoring methodologies Experience working within a highly matrixed global organization 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: $80,600.00 - $168,200.00 USD 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, and 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. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us.

Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026.

In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. 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. GDPR 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.

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• 7+ years in Customer Success, Strategic Account Management, or related field with 5+ years managing complex enterprise customers
• Proven experience engaging senior executives, driving software adoption, and executing strategic success plans
• Strong program management, cross-functional leadership, and ability to influence without direct authority