Customer Success Partner

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions.

The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention.

This is not a traditional customer support role. The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes.

The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management.

Key Responsibilities Customer Success & Value Realization Develop and execute strategic customer success plans tied to defined business objectives

Establish measurable success criteria and customer outcomes

Drive adoption and effective utilization of WK ELM solutions

Quantify and communicate realized value and ROIUnderstand customer priorities and translate them into actionable success initiatives

Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs)
Maintain clear accountability for customer commitments, milestones, and outcomes

Customer Health & Retention Monitor customer health, adoption, engagement, and value realization

Proactively identify retention risks and early warning indicators

Lead customer recovery and Get to Green initiatives

Develop structured action plans for at-risk accounts

Coordinate executive and cross-functional intervention when appropriate

Ensure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignment

Executive Relationship Management Build trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholders

Establish executive sponsorship and alignment

Facilitate strategic planning and business-outcome discussions

Understand customer organizational dynamics, priorities, and decision-making processes

Develop and maintain stakeholder maps across complex customer organizations

Serve as the voice of the customer within Wolters Kluwer Cross-Functional Leadership Partner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams

Orchestrate internal resources around customer priorities

Coordinate customer escalations and issue resolution

Establish clear ownership, timelines, and accountability for customer commitments

Advocate internally for customer needs and priorities

Influence outcomes across teams without direct authority

Growth & Advocacy Recognize customer needs that may represent expansion opportunities and engage Account Management Connect customer business priorities to relevant WK ELM capabilities

Develop customer champions, advocates, and references

Support customer advisory boards and advocacy programs

Capture and communicate customer feedback and emerging needs

Partner with Account Management to strengthen the overall strategic relationship

Required Experience7+ years of progressive experience in Customer Success, Strategic Account Management, Management Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline5+ years managing strategic, complex, or enterprise customer relationships

Demonstrated experience working with large enterprise customers and multiple stakeholder groups

Proven ability to engage credibly with senior executives and functional leaders

Experience developing and executing strategic customer success or…