Director, Customer Success Management

Wolters Kluwer•New York, NY

1d•$165,400 - $295,600

About The Position

We are building a Customer Success Management capability within our Sales organization to fundamentally elevate how we grow and retain. Corporate legal departments are under increasing pressure to control spend, improve efficiency, and demonstrate ROI, particularly as AI begins to reshape how legal work is delivered. Winning in this environment requires more than product differentiation; it requires a clear, quantified, and credible business case that resonates with General Counsel, Legal Operations, and Finance stakeholders. The Director, Customer Success will operate as a core member of the Sales organization, partnering directly with account teams to shape customer retention strategy, quantify value, and influence expansion and cross sell buying decisions. This is a highly commercial role with direct influence on pipeline quality, deal conversion, and expansion. The Director, Customer Experience will build and lead the Customer Experience function for Wolters Kluwer ELM Solutions. This role is accountable for protecting and growing ~$170M ARR across 175+ global clients by driving measurable customer outcomes, improving retention, and unlocking expansion across the ELM portfolio including TyMetrix 360°, Legal Bill Analyzer, and related offerings. This leader will establish Customer Success as a core revenue engine, tightly integrated with Account Management, New Logo Sales, Marketing, Product, and Professional Services. The focus is on turning customer value into repeatable retention and expansion at scale.

Requirements

10+ years in SaaS or enterprise software customer facing roles
Proven experience building or scaling a Customer Experience function
Strong track record in retention and expansion within complex enterprise accounts
Experience with platform adoption and transformation programs
Deep understanding of SaaS metrics and customer lifecycle management
Executive presence with ability to engage General Counsel and Legal Ops leaders

Responsibilities

Stand up a formal Customer Success function from the ground up
Partner directly with Account Management on renewals and expansion
Create a scalable model that supports both complex enterprise clients and long-tail accounts
Embed value realization into every stage of the customer lifecycle
Design and implement segmented coverage model: Strategic (6 to 8 accounts per CSM), Growth (15 to 20 accounts per CSM), Scaled (30 to 40 accounts per CSM)
Hire and onboard ~8 CSMs aligned to 2026 rollout plan
Establish clear roles, responsibilities, and engagement model across lifecycle
Define handoffs from Sales and PSG into Customer Success
Own Gross Retention Rate across the install base
Co-own Net Revenue Retention with Account Management team
Drive proactive renewal planning across all segments
Lead “Get to Green” program for at-risk (red/yellow) accounts
Partner on expansion plays including LBA cross-sell and platform adoption
Implement structured success plans tied to customer business outcomes
Ensure adoption of TyMetrix 360° and Passport.
Build value frameworks leveraging benchmarking data and Expert AI capabilities
Translate implementation into measurable ROI and executive-level value stories
Establish customer health scoring model in Salesforce
Build early warning indicators tied to usage, support, and engagement
Create standardized risk mitigation plans and executive escalation paths
Integrate with Top 25 Client Command Center and weekly executive reviews
Partner with Sales for new logo handoff and expansion alignment
Partner with Account Management for renewal ownership and account planning
Partner with Product to influence roadmap via customer insights
Partner with PSG / Delivery to ensure implementation aligns to value realization
Partner with Marketing for advocacy, references, and lifecycle engagement
Act as the voice of the customer across the organization
Define KPIs, dashboards, and reporting cadence across CS function
Drive Salesforce hygiene for customer lifecycle visibility
Implement playbooks for onboarding, adoption, renewal, and expansion
Establish weekly operating rhythm aligned to forecast and pipeline reviews