Director, Customer Success - Clinical Experience International

About the Role  Take on a senior leadership role as a Director in Customer Success, where you will provide strategic direction to high-level professionals and senior managers. You will be responsible for the performance and results of a significant area, ensuring our customers achieve their desired outcomes and remain satisfied with our products and services.
Responsibilities   Lead senior managers and high-level professionals within the Customer Success function.
Drive the strategic vision for customer success across the organization.
Oversee the execution of strategic customer success initiatives.
Ensure the alignment of customer success objectives with corporate goals.
Monitor and enhance the overall customer experience.
Guide the development and implementation of scalable customer success processes.
Establish performance metrics and ensure continuous improvement.
Advocate for customer requirements in senior leadership discussions.
Develop and maintain critical customer relationships to foster loyalty.
Lead organizational change efforts to improve customer success capabilities.
Skills   Visionary Leadership:
Ability to set and communicate a strategic vision.
Organizational Strategy:
Skills in aligning departmental goals with corporate strategy.
Influence and Advocacy:
Proficiency in advocating for customer needs at the highest level.
Process Engineering:
Expertise in designing and implementing scalable processes.
Performance Leadership:
Skills in setting and overseeing performance standards.
Customer Experience Design:
Knowledge of designing exceptional customer experiences.
Cross-Functional Leadership:
Comprehensive skills in leading cross-functional initiatives.
Change Leadership:
Ability to drive and manage change effectively at an organizational level.
Our Interview Practices  To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process.

Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
Company Overview  If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people.

Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.
Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day.
Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into…