Manager, Customer Success - Hybrid

Wolters Kluwer•Wilmington, DE

5d•$98,500 - $172,700•Hybrid

About The Position

The Manager, Customer Success is responsible for leading a specialized team of professionals on the CT Corporate Staffing Team supporting independent director, trustee, and contract agency appointments. This role oversees service delivery, operational performance, and client experience across high-touch, complex engagements that are critical to corporate governance and compliance. This role will involve building strong customer relationships, promoting product adoption, and driving customer loyalty through strategic initiatives.

Requirements

Bachelor’s degree or equivalent experience
5–7+ years of experience in customer success, corporate services, or financial/legal services operations
Proven ability to manage complex, detail-oriented service delivery in a regulated environment
Strong analytical, organizational, and problem-solving skills
Leadership: Proven ability to manage and lead teams effectively.
Analytical Skills: Ability to analyze data and derive actionable insights.
Strategic Thinking: Capacity to develop and implement effective customer success strategies.
Communication: Proficient in presenting ideas clearly and concisely.
Customer Advocacy: Strong focus on customer needs and enhancing customer satisfaction.
Project Coordination: Skills in coordinating multiple tasks and projects simultaneously.
Relationship Building: Proficiency in building and maintaining strong internal and external customer relationships.
Technical Proficiency: Familiarity with customer success tools and platforms including Salesforce.

Nice To Haves

2+ years of people leadership experience
Knowledge of independent director, trustee, or agency appointment processes
Familiarity with KPI development, capacity modeling, and process optimization

Responsibilities

Manage a team of Customer Success professionals, ensuring their daily activities align with departmental goals.
Oversee end-to-end execution of independent director, trustee, and contract agency appointments
Ensure appropriate cross-training and capacity planning to maintain service continuity
Establish and track key performance indicators (KPIs) aligned to team and organizational goals to ensure customer satisfaction
Analyze performance data to identify trends, gaps, and opportunities for improvement
Develop and execute strategies to improve customer engagement and product usage.
Handle escalated customer issues, providing resolutions and feedback.
Foster long-term customer relationships through regular interactions.
Manage renewal processes to ensure customer retention.
Collaborate with cross-functional partners (e.g. Sales, Service, Legal) to deliver best customer experience