Senior Customer Success Specialist - Healthcare

Wolters Kluwer•Chicago, IL

3d•Hybrid

About The Position

The Senior Customer Success Specialist manages strategy and product utilization across the Clinical Decision Support Provider (CDSP) product portfolio. The role advises mid-size and major accounts, optimizing customer outcomes to align with clinical, operational, and strategic goals. The specialist strengthens customer relationships, drives product adoption and utilization, manages implementation projects, develops and executes communication plans, and oversees ongoing performance to maximize value realization. They work with Sales Major Account Managers to identify and satisfy customer needs, meet or exceed expectations, and support renewals. The position partners with customer leadership and multidisciplinary internal teams to plan and deliver implementations, optimize workflows, analyze utilization, address risks, and recommend improvements. It also identifies opportunities to expand customer use of products and services. The role is hybrid, with eight office days per month, and requires approximately 30–40% travel.

Requirements

Bachelor’s degree required; Business Health Administration preferred.
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, competition, 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 share industry insights, whitepapers, and case studies with major accounts as a thought leader.
Excellent project management skills for tracking implementations.
Familiarity with customer success platforms and CRMs.
Data-oriented, consultative approach to promoting product utilization.
Proven ability to quickly establish rapport 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.
Willingness to travel approximately 30–40%.

Nice To Haves

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

Responsibilities

Partner with Sales to maintain the health of assigned major accounts, manage expectations, support customer success, and contribute to renewals.
Serve as the CDSP liaison to customer executive leadership for 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 and facilitate discussions with key stakeholders.
Share best practices and encourage adoption to maximize product value and customer outcomes.
Design workflows, training, and deployment plans tailored to customer needs.
Use major-account feedback to build support for process, performance, product-development, and service-improvement plans.
Set utilization goals and benchmark success with customers, using reports, case studies, client references, and other tools.
Manage relationships with key decision-makers and stakeholders; understand account goals, pain points, and long-term objectives and align solutions accordingly.
Ensure products deliver measurable value and educate customer stakeholders on the benefits provided.
Build trust and collaboration with customers and internal teams, and develop internal champions to support adoption and satisfaction.
Uncover customer needs, initiatives, and deployment opportunities.
Develop and execute customer project plans for implementation and optimization, including milestones and coordinated work across multidisciplinary teams.
Assess internal resource needs for effective implementation.
Report plan progress and effectiveness to customer leaders and internal stakeholders; monitor relationship and satisfaction risks, escalate as needed, and develop remediation strategies.
Direct Customer Success Specialists supporting high-value account implementations, including workflow design, configuration, branding and tailoring, training, and best-practice guidance.
Oversee execution of plans, contribute directly where needed, and prioritize team efforts and resources across the assigned portfolio.
Analyze customer utilization patterns to identify risks, opportunities, and needs.
Present insights showing how solutions support customer goals and conduct utilization reviews with actionable, data-driven recommendations.
Work with customers to re-engineer workflows when needed.
Partner with Marketing on lifecycle marketing, targeted communications, and thought-leadership campaigns.
Identify cross-sell and up-sell opportunities by matching customer needs with products, services, or features.
Maintain constructive relationships with client representatives, including in difficult or escalated situations.
Represent the CDSP team professionally and respond promptly to customer questions, needs, and requests, coordinating resources as needed.
Track and document project plans, status, and progress.