Sales Business Retention Rep

The Customer Success Manager (CSM) plays a critical role in helping customers realize value from their investment in Lippincott Solutions. This role partners closely with customers and internal teams to drive adoption, retention, and long‑term relationship success through proactive, structured engagement.

CSMs manage a portfolio of customers across National and Mid‑Market segments and engage customers based on account size and needs. The role balances strategic customer relationships with strong organization, communication, and operational execution.

• Manage a portfolio of National or Mid‑Market customer accounts
• Deliver proactive, outcome‑focused customer meetings based on an established engagement cadence
• Prepare agendas, lead customer conversations, and provide clear follow‑up communication
• Communicate with customers in a compelling and articulate manner in both verbal and written conversations and presentations
• Build trusted relationships with key customer stakeholders and champions
• Maintain an understanding of customer goals, success criteria, and renewal timelines
• Share customer feedback, trends, and insights to internal teams

• Support new customer implementations by partnering with Sales and internal teams to ensure seamless handoff
• Guide customers through onboarding, including kickoff conversations, training coordination, and early adoption support
• Ensure customers understand product capabilities, best practices, and success milestones during initial rollout
• Identify and address early risks during implementation to set a solid foundation for long‑term success

• Support all customer needs throughout the customer’s lifecycle
• Drive adoption and effective use of Lippincott Solutions products
• Monitor customer health and usage trends to identify risks and opportunities
• Partner with Account Executives on renewals, expansions, and growth opportunities
• Support customer advocacy efforts, including references or success stories where appropriate

• Maintain accurate and timely customer records in Salesforce
• Document customer interactions, decisions, and next steps
• Prepare for and participate in Quarterly and Executive Business Reviews as needed
• Create detailed usage reporting and analyze data to inform customer strategy and internal alignment

• Leverage available technology and AI tools to improve efficiency and quality of customer communication
• Use insights and summaries to prepare for meetings and customer conversations
• Support continuous improvements in process, quality, and customer experience

• Work closely with Account Executives and internal partners to ensure aligned customer strategy
• Participate in team meetings, enablement sessions, and knowledge sharing
• Contribute to best practices, templates, and shared learnings across the team
• Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiatives

• 2+ years of experience in Customer Success, Account Management, Sales Support, or a related customer‑facing role
• Experience managing customer relationships and balancing multiple priorities
• Strong written and verbal communication skills
• Comfort leading virtual meetings and customer discussions using Microsoft Teams, Web Ex, or similar
• Proficiency with Microsoft Office tools; CRM experience preferred

• 3+ years of Customer Success or B2B client management experience
• Experience in healthcare, nursing, or clinical environments
• Familiarity with SaaS, digital platforms, or learning technologies
• Experience preparing customer presentations, account plans, or business reviews
• Previous experience preparing project plans for customers a plus
• Customer training experience is a plus
• Interest in using AI or productivity tools to enhance work quality and efficiency
• Microsoft Office Suite; proficiency with Word, Excel, PowerPoint, and Outlook required
• experience a…