Senior Customer Success Specialist, Wolters Kluwer

• The ideal candidate will have a proven track record in building relationships with multiple stakeholders, confidently articulating value, and managing a strategic book of business of high-ARR customers
• 5+ years in a CSM role at a SaaS company, with experience building relationships with executive stakeholders, confidently articulating value, and managing high-touch relationships
• Experience acting as a trusted advisor for customers and recommending solutions that align with the customer’s business goals
• Proficient in working with data, including experience with Excel or Google Sheets, converting data into a presentation, and presenting the data to tell a story
• Ability to take full ownership of your book of business, leveraging others within the business as needed but ultimately still owning the outcome for the customer
• Ability to manage multiple priorities simultaneously with patience, persistence, and thoughtfulness about what matters most
• You are naturally curious and will strive to become an expert on our product, our industry, and our customers’ business needs

Desirable

• Brightflag brings a trailblazing product, which is truly differentiated, to a legal tech growing market. And we are continuing to invest heavily in product and customer success
• This means that our customer success teams support our customers to deliver significant business impact from our solution. We help legal functions transform and partner with customers to create genuine value for their businesses
• We’re seeking an experienced and highly motivated Customer Success Manager who has a proven track record of working with global enterprise customers to deliver ongoing value and client success post-sales
• You will be responsible for delivering value to customers across a diverse set of industries, with the ultimate goal of ensuring that they will renew. You will join an experienced team of CSMs, dedicated to understanding customer needs and driving the successful adoption of our solutions
• Establish trusted advisor relationships with customer executive sponsors to ensure that all activities are closely aligned with the customer’s business objectives, allowing them to maximize the value they realize from Brightflag’s solutions
• Track progress toward customer goals during regular meetings
• Be a Brightflag product expert and provide product-oriented recommendations to customers to help drive their desired outcomes
• Deliver Executive Business Reviews (EBRs) focused on key data insights and proactive recommendations designed to help customers realize more value
• Identify blockers to client success and develop mitigation strategies through internal and external collaboration
• Continuously articulate and reinforce the value customers are obtaining from Brightflag’s solutions
• Address customer inquiries quickly and manage all requests through to completion while setting clear timelines and expectations
• Conduct regular health checks to identify risks early and determine mitigation strategies
• Understand and track customer product feedback, and provide regular input to the Product team

• 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