Customer Success Manager, User Engagement

Wolters Kluwer•Chicago, IL

2d•Hybrid

About The Position

The Customer Success Manager, User Engagement is a senior individual contributor position responsible for establishing and managing structured engagement with strategic groups of users. This role is accountable for ensuring the voice of our users are heard regularly, that users and key stakeholders at healthcare organizations contribute to product development, and that users who are passionate about our products are rewarded with meaningful attention from Wolters Kluwer. This role spans across the UpToDate portfolio, including UpToDate, Lexidrug, Patient Engagement solutions, and future products and capabilities. Working side-by-side with Sales, Marketing, and Customer Success leadership, the Customer Success Manager will own defining various user affinity groups, building programs for those users, and executing against them with support from internal experts. This person will also facilitate numerous clinical product council meetings together with Editorial leadership, and will ensure the voice of clinicians remains paramount in the UpToDate content. Success in this position requires strong leadership capabilities, executive presence, operational excellence, program management expertise, and a deep understanding of the challenges and priorities facing today's healthcare organizations.

Requirements

Bachelor’s degree required, Business/Health Administration preferred.
5+ years of experience in Saas-based customer success role, with a focus on customer engagement and value realization.
Deep understanding of the healthcare industry, including clinical environments and workflows, medical devices, and healthcare regulations.
Comprehensive awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures.
Must remain current on trends, regulatory changes, and innovations in the industry.
Must act as a thought leader by sharing insights, whitepapers, and case studies with users.
In-depth knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators.
Excellent project management skills to track multiple initiatives across multiple user groups.
Familiarity with customer success platforms and CRMs.
Familiarity with medical librarians, physicians, clinical trainees, pharmacists and nurses.
Data-oriented, consultative approach to promote product utilization with customers.
Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives.
Superb presentation, oral, and written communication skills to effectively engage with clinicians and cross-functional teams.

Nice To Haves

Advanced degree or equivalent experience recommended.

Responsibilities

Lead customer engagement & community strategy: Own the strategy and execution of affinity group engagement programs that deepen customer relationships, increase product adoption, and strengthen customer advocacy. Build and manage engagement plans for key customer segments, specialties, and affinity groups. Establish trusted relationships with clinicians, administrators, executives, and other key stakeholders. Gather customer insights and feedback to identify emerging needs, opportunities, and risks. Serve as a visible representative of UpToDate within customer communities and professional networks.
Design & execute targeted customer programs: Develop and deliver scalable programs that provide value to customers while supporting business objectives. Create annual engagement calendars, educational initiatives, advisory forums, webinars, and peer-to-peer networking opportunities. Tailor programming and communications to the needs of specific customer audiences and user segments. Manage program execution from concept through launch, measurement, and continuous improvement. Track engagement metrics and recommend enhancements based on outcomes and customer feedback.
Build executive- and clinician-level relationships: Engage effectively with stakeholders at all levels, translating customer needs into actionable business opportunities. Facilitate discussions with health system executives, physician leaders, and frontline clinicians. Present program strategies, results, and recommendations to internal and external leadership teams. Identify opportunities to strengthen customer partnerships and expand engagement across organizations. Act as a credible advisor who can communicate effectively with both clinical and business audiences.
Drive cross-functional collaboration & alignment: Partner across the organization to ensure customer programs are aligned with strategic priorities and executed successfully. Collaborate with sales, marketing, editorial, and product teams to develop and deliver customer-facing initiatives. Coordinate resources, messaging, and timelines across multiple stakeholders. Advocate for customer needs and influence internal priorities based on market insights. Ensure consistent customer experience across engagement channels and touchpoints.
Demonstrate ownership & strategic leadership: Operating with a high degree of autonomy while driving results in a fast-paced, matrixed environment. Independently identify opportunities, develop solutions, and execute plans with minimal oversight. Prioritize initiatives based on customer impact and business value. Lead complex projects involving multiple stakeholders and competing priorities. Continuously evaluate program effectiveness and implement improvements to maximize outcomes.
Other Duties: Establish positive, collaborative relationships with users and healthcare organizations. Act and communicate professionally as a representative of the Wolters Kluwer Health team.