Manager, Customer Success - Service of Process - Hybrid in Dallas, TX

Wolters Kluwer•Glendale, CA

2d•$89,600 - $157,000•Hybrid

About The Position

The Customer Success Manager is responsible for the successful adoption, utilization, and long-term value realization of Wolters Kluwer’s AI-powered extraction solutions. As the primary relationship owner for assigned customers, the manager serves as a strategic point of contact throughout the customer lifecycle, building partnerships and helping customers achieve their business outcomes. The role provides leadership and direction to the AI Solutions Consultant and coordinates customer onboarding, implementation, adoption, and ongoing success activities. It works with customers and internal stakeholders to promote satisfaction, retention, and growth through proactive engagement, consultative guidance, and continuous improvement. The manager communicates the value of AI-powered solutions, advocates for customer needs, and aligns customer objectives with service delivery. The position collaborates with Product, Operations, Support, Sales, Leadership, and other business partners to improve customer outcomes and experiences. It also supports organizational goals by identifying process improvements, service enhancements, and opportunities to expand customer value through effective use of AI solutions.

Requirements

Five to seven years of post-secondary education in a related field, or equivalent related work experience.
At least three years of experience in a similar client service, account management, customer success, or sales support role.
Experience with standard operating procedures or process improvement.
Experience structuring and documenting processes.
Ability to translate processes into actionable workflows.
Understanding of how to identify process requirements and expected outcomes.
Experience building a new team, establishing processes, and implementing workflows.
Experience in professional services and/or managed services.
Experience working closely with consultants and engineers.
Experience leading teams through new product or service launches.
Ability to work effectively without an established playbook.
Ability to work a hybrid schedule from the Dallas, Texas office, onsite Tuesday, Wednesday, and Thursday.

Responsibilities

Perform activities across the quote-to-order fulfillment lifecycle, including assisting with price quotes and Statements of Work, researching customer project history, and project-managing key engagements.
Own customer relationships and partner with customers to understand their business objectives, drive adoption of AI-powered extraction solutions, and support ongoing value realization.
Provide leadership, coaching, and development to the AI Solutions Consultant, aligning customer requirements, implementation activities, and success objectives.
Work with customers and internal stakeholders to establish success criteria, define desired business outcomes, and develop strategies for satisfaction, retention, and growth.
Oversee customer onboarding, implementation, adoption, and support activities to ensure effective delivery and alignment with customer expectations.
Monitor customer health, satisfaction, solution utilization, operational performance, and key performance indicators to identify opportunities, mitigate risks, and improve outcomes.
Represent customer needs, priorities, feedback, and enhancement opportunities, collaborating across Product, Operations, Support, Sales, and other business partners.
Maintain a comprehensive understanding of Wolters Kluwer AI solutions, customer workflows, industry trends, and best practices to support engagements and continuous improvement.
Represent Wolters Kluwer in customer interactions with leadership, business acumen, consultative expertise, and a commitment to customer experiences and business outcomes.