Associate Director, Customer Success

Associate Director, Customer Success Region West  

Working for Tax & Accounting at Wolters Kluwer 

The Tax & Accounting (TAA) division supplies modern and online software to entrepreneurs, financial professionals and accountancy firms. Internationally, we are among the top software suppliers in this sector. Thanks to our innovative products, our customers can work effectively, efficiently and safely. Our team in Belgium, the UK and the Netherlands consists of approximately 200 enthusiastic colleagues. 

About the Role 

In this newly created role, you will report to the VP & GM TAA Region West and will be an integral part of the Region West Management Team.    

You will create and lead the new Region West Customer Success department with a focus on driving customer adoption, increasing retention and creating advocacy for Wolters Kluwer solutions through effective relationship management and innovative customer success strategies. The function is accountable for a smooth customer onboarding process, ensuring an easy introduction for the customer from the start. You will be an integral part of the post-sales customer lifecycle, working closely with Account Management, Professional Services and Customer Education, to maintain and grow customer advocacy, loyalty and satisfaction.   

Responsibilities: 

• Lead, develop and coach a new team of customer success professionals in three countries (Belgium, Netherlands, UK) to fully support the Region West business plans; 

• Develop a vision & strategy and launch strategic initiatives to enhance customer satisfaction and retention; 

• Define a customer success playbook for the region and ensure it is successfully implemented; 

• Use data-driven insights to refine and improve customer success processes;  

• Cultivate strategic customer relationships to drive long-term engagement; 

• Implement scalable processes and systems to optimize customer success;  

• Define and monitor key performance indicators to assess departmental performance;  

• Coordinate with cross-functional teams to drive customer success improvements and ensure there is clear alignment on roles and responsibilities of all involved; 

• Advocate for customer needs within the organization and be the voice of the customer; 

• Ensure alignment of customer success strategies with overall business objectives; 

• Grow and evolve the function as the business evolves to become a SaaS organization. 

Skills:  

• Executive Leadership: Advanced skills in senior professionals; 

• Strategic Planning: Ability to develop and execute long-term strategic plans;  

• Data Analysis: Proficiency in interpreting complex data sets; 

• Customer-Centric Mindset: Deep understanding of customer needs and business impact;  

• Cross-Functional Collaboration: Ability to work seamlessly with various departments; 

• Process Optimization: Expertise in improving and scaling processes; 

• Change Management: Skills in managing organizational change effectively;  

• Performance Monitoring: Tools and practices for tracking performance metrics; 

• Experience leading a customer success, customer education, professional services or support organization is required. 

Location 

Hybrid function, covering Region West (UK, Belgium and The Netherlands). Your primary office will be Mechelen (BE), Hoevelaken (NL) or Kingston upon Thames (UK), but traveling to the other two offices will be required. Working from home is also supported. On average you will spend two days a week in the office.

This role offers the opportunity to make a tangible impact on our performance and contribute to the company’s growth through data-driven insights and process improvements. If you thrive in a fast-paced environment and enjoy using data to solve complex problems, we’d love to hear from you!

Our offer:

• A hybrid way of working, a 36 – 40 hour work week; 2 days at the office per week;
• A salary fitting your skill level;
• An attractive bonus scheme;
• 25 vacation days (based of 40 hours);
• Wolters Kluwer refunds 50% of your pension contributions;
• An informal working environment and with multiple events planned each year;
• Coffee from freshly toasted fair-trade beans and every day delicious fresh fruit;
• Every day a lunch buffet is provided to enjoy with your colleagues and free of cost.

Apply

If you are a motivated individual and you like what you see in this job description, we would love to hear from you. Simply by clicking on the apply button!