Director of Customer Success

Position: Wolters Kluwer Director of Customer Success
Become the cornerstone of customer satisfaction at Wolters Kluwer ELM Solutions. This role shapes retention strategies and leads the Customer Experience initiative crucial for client success.

The Director of Customer Experience is responsible for spearheading strategies that bolster retention and expansion across a diverse client portfolio. Collaborating closely with Sales and Account Management, you will develop effective frameworks to ensure customer success by driving measurable outcomes. This leadership position demands an innovative approach to integrating customer insights into business operations.

Key Responsibilities:

• Develop the Customer Experience function from inception

• Implement a segmented approach to account management

• Own and facilitate customer retention strategies

• Conduct proactive renewal planning for at-risk accounts

• Create structured success plans tied to business outcomes

Requirements:

• 10+ years in SaaS or enterprise sectors

• Demonstrated success in scaling customer experience operations

• Expertise in managing complex enterprise accounts

• Comprehensive understanding of customer lifecycle metrics

• Ability to engage effectively with executive stakeholders

Transform customer interactions into lasting partnerships with Wolters Kluwer's dedicated team.
#J-18808-Ljbffr