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

Wolters Kluwer•Dallas, TX

23h•Hybrid

About The Position

The Customer Success Manager (CSM) is responsible for 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 CSM serves as a strategic point of contact throughout the customer lifecycle, fosters strong partnerships, and helps customers achieve their business outcomes. The role provides leadership and direction to the AI Solutions Consultant and coordinates onboarding, implementation, adoption, and ongoing customer success activities. The CSM works collaboratively with customers and internal stakeholders to drive satisfaction, retention, and growth through proactive engagement, consultative guidance, and continuous improvement. The role communicates the value of AI-powered solutions, advocates for customer needs, and aligns customer objectives with service delivery. It partners closely with Product, Operations, Support, Sales, and Leadership to improve customer outcomes and experience, identify process improvements and service enhancements, and expand customer value through effective use of AI solutions. The role also performs activities across the quote-to-order fulfillment lifecycle, including assisting with price quotes and Statements of Work, researching customer project history, and managing key engagements. The position is hybrid and requires working from the Dallas, TX office on Tuesday, Wednesday, and Thursday.

Requirements

5–7 years of post-secondary education in a related field or equivalent related work experience.
At least three years in a similar Client Service, Account Management, Customer Success, or Sales Support role.
Experience improving standard operating procedures and processes.
Experience structuring and documenting processes.
Ability to translate processes into actionable workflows.
Ability to identify process requirements and expected outcomes.
Experience building a new team, establishing new processes, and implementing new workflows.
Ability to work effectively without an established playbook.
Ability to work a hybrid schedule from the Dallas, TX office on Tuesday, Wednesday, and Thursday.

Nice To Haves

Experience in professional services and/or managed services.
Experience working closely with consultants and engineers.
Experience leading teams through new product or service launches.

Responsibilities

Perform quote-to-order fulfillment activities, including assisting with price quotes and Statements of Work, researching customer project history, and project-managing key engagements.
Own customer relationships and understand customer 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.
Partner with customers and internal stakeholders to establish success criteria, define 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; identify opportunities, mitigate risks, and improve outcomes.
Represent customer needs, priorities, feedback, and enhancement opportunities across Product, Operations, Support, Sales, and other business partners.
Maintain 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 focus on customer experiences and outcomes.
Collaborate with leadership and cross-functional teams to achieve organizational goals and identify process improvements, service enhancements, and opportunities to expand customer value.