Customer Success Manager

Wolters Kluwer•Riverwoods, IL

31d•$80,600 - $168,200

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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
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
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
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
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