Customer Success Manager, Wolters Kluwer
User Engagement
$98.5-172.7k
+ Bonus eligible
2+ days a week in office
AI-powered solutions for professionals
Posted today
AI-powered solutions for professionals
1001+ employees
Posted today
$98.5-172.7k
+ Bonus eligible
2+ days a week in office
1001+ employees
Company mission
To empower professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.
Role
Who you are
- Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended
- 5+ years of experience in Saas-based customer success role, with a focus on customer engagement and value realization
- Deep understanding of the healthcare industry, including clinical environments and workflows, medical devices, and healthcare regulations
- Comprehensive awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures
- Must remain current on trends, regulatory changes, and innovations in the industry
- Must act as a thought leader by sharing insights, whitepapers, and case studies with users
- In-depth knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
- Excellent project management skills to track multiple initiatives across multiple user groups
- Familiarity with customer success platforms and CRMs
- Familiarity with medical librarians, physicians, clinical trainees, pharmacists and nurses
- Data-oriented, consultative approach to promote product utilization with customers
- Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives
- Superb presentation, oral, and written communication skills to effectively engage with clinicians and cross-functional teams
- TRAVEL: 30-40% domestic travel; as needed based on projects, conferences and user locations
What the job involves
- Own the strategy and execution of affinity group engagement programs that deepen customer relationships, increase product adoption, and strengthen customer advocacy
- Build and manage engagement plans for key customer segments, specialties, and affinity groups
- Establish trusted relationships with clinicians, administrators, executives, and other key stakeholders
- Gather customer insights and feedback to identify emerging needs, opportunities, and risks
- Serve as a visible representative of UpToDate within customer communities and professional networks
- Develop and deliver scalable programs that provide value to customers while supporting business objectives
- Create annual engagement calendars, educational initiatives, advisory forums, webinars, and peer-to-peer networking opportunities
- Tailor programming and communications to the needs of specific customer audiences and user segments
- Manage program execution from concept through launch, measurement, and continuous improvement
- Track engagement metrics and recommend enhancements based on outcomes and customer feedback
- Engage effectively with stakeholders at all levels, translating customer needs into actionable business opportunities
- Facilitate discussions with health system executives, physician leaders, and frontline clinicians
- Present program strategies, results, and recommendations to internal and external leadership teams
- Identify opportunities to strengthen customer partnerships and expand engagement across organizations
- Act as a credible advisor who can communicate effectively with both clinical and business audiences
- Partner across the organization to ensure customer programs are aligned with strategic priorities and executed successfully
- Collaborate with sales, marketing, editorial, and product teams to develop and deliver customer-facing initiatives
- Coordinate resources, messaging, and timelines across multiple stakeholders
- Advocate for customer needs and influence internal priorities based on market insights
- Ensure consistent customer experience across engagement channels and touchpoints
- Operating with a high degree of autonomy while driving results in a fast-paced, matrixed environment
- Independently identify opportunities, develop solutions, and execute plans with minimal oversight
- Prioritize initiatives based on customer impact and business value
- Lead complex projects involving multiple stakeholders and competing priorities
- Continuously evaluate program effectiveness and implement improvements to maximize outcomes
- Establish positive, collaborative relationships with users and healthcare organizations
- Act and communicate professionally as a representative of the Wolters Kluwer Health team
Our take
For over 185 years, Wolters Kluwer has been innovating the way professionals and businesses work. The company has expanded to offer a substantial range of services across the Health, Tax & Accounting, Finance, Compliance, and Legal sectors.
While operating across so many sectors comes with an extensive range of competition, Wolters Kluwer serves customers in over 180 countries, which has been managed, in part, due to its 70+ acquisitions. For example, the company has recently acquired leading artificial intelligence technology company Della AI, which will become part of its legal software unit, to further advance its natural language processing capabilities.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company HQ
Alphen aan den Rijn, Netherlands
Leadership
Stacey Caywood
(CEO & Chair of the Executive Board)Stacey has been part of Wolters Kluwer since 1992, previously serving as the CEO of Wolters Kluwer Health and Wolter Kluwer Legal & Regulatory. They stepped into the role of CEO in early 2026.
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