Senior Customer Success Specialist - Healthcare

Wolters Kluwer•Tampa, FL

4d•$78,400 - $136,950•Hybrid

About The Position

The Senior Customer Success Specialist manages strategy and product utilization across the Clinical Decision Support Provider product portfolio. This role advises mid-size and major accounts, optimizing customer outcomes in alignment with clinical, operational, and strategic goals. The specialist strengthens customer relationships, drives product adoption and utilization, manages implementation projects and communication plans, oversees ongoing performance, and works with Sales Major Account Managers to identify and meet customer needs, exceed expectations, and support renewals. The role focuses on helping healthcare providers address evolving clinical workflows, regulatory and payment pressures, and the delivery of high-quality, effective care. It serves as a liaison to customer leadership and coordinates internal cross-functional teams to plan and execute implementations, improve utilization, monitor customer outcomes, and realize measurable value from products and services. The position is hybrid, requiring eight office days per month, and involves approximately 30–40% travel.

Requirements

Bachelor’s degree required.
At least 3 years of direct clinical healthcare provider experience.
At least 2 years of experience in SaaS-based customer success, account management, or a related role, focused on strategic or enterprise-level customer engagement and value realization.
In-depth knowledge of clinical decision support products, competitors, and market differentiators.
Understanding of the healthcare industry, including medical devices, healthcare regulations, clinical environments, and workflows.
Awareness of healthcare organizations’ challenges, including patient outcomes, compliance, and cost pressures.
Ability to remain current on industry trends, regulatory changes, and innovations.
Ability to act as a thought leader by sharing insights, whitepapers, and case studies with major accounts.
Excellent project management skills for tracking implementations.
Familiarity with customer success platforms and CRMs.
Data-oriented, consultative approach to promoting product utilization.
Demonstrated ability to establish rapport quickly with personnel at all levels, including C-suite executives.
Excellent presentation, oral, and written communication skills for engaging C-level executives and cross-functional teams.

Nice To Haves

Business Health Administration degree preferred.
Advanced degree or equivalent recommended.

Responsibilities

Partner with Sales to build and maintain assigned major accounts, manage customer expectations, and support customer success and renewals.
Serve as the Clinical Decision Support Provider liaison to customer executive leadership on project planning, execution, implementation, and utilization.
Conduct Executive Business Reviews with senior management and Sales to review progress, ROI, and future opportunities.
Develop and deliver presentations, facilitate stakeholder discussions, and share best practices that maximize product value and outcomes.
Design workflows, training, and deployment plans tailored to customer needs.
Advocate for process and performance improvement plans informed by major account feedback.
Work with customers to set utilization goals, benchmark success, and use reports, case studies, and client references to build support.
Manage relationships with key decision-makers and stakeholders, understand account goals and challenges, and align solutions with customer needs.
Ensure products deliver measurable value and educate stakeholders about the benefits provided.
Build relationships and internal champions to deepen collaboration, adoption, and customer satisfaction.
Identify customer needs, initiatives, and deployment opportunities.
Lead comprehensive customer project plans for implementation and optimization, coordinating tasks across multidisciplinary teams and activities such as access planning, configuration, training, onboarding, communications, digital programs, and reporting.
Assess internal resource needs for effective implementation.
Report progress and plan effectiveness to customer leaders and internal stakeholders; monitor risks and initiate escalations and remediation strategies when needed.
Direct Customer Success Specialists in supporting implementation activities, including workflow design, configuration, branding and tailoring, training, and best practices for high-value accounts.
Ensure execution of plans through direct contributions and oversight of assigned team members, prioritizing resources across the customer portfolio.
Analyze customer utilization patterns to identify risk, opportunity, and need, and present insights about how solutions contribute to customer goals.
Conduct utilization reviews and provide actionable, data-driven recommendations for improvement.
Work with customers to re-engineer workflows when necessary.
Partner with Marketing on lifecycle marketing, targeted customer communications, and thought leadership campaigns.
Identify cross-sell and up-sell opportunities by assessing customer needs and aligning additional products, services, or features to deliver value.
Maintain positive, collaborative relationships with client representatives, including during difficult or escalated situations.
Represent the Clinical Decision Support Provider team professionally and respond promptly to customer questions and requests, coordinating resources as needed.
Track and document project plans, status, and progress.