Senior Customer Success Specialist

As a Senior Customer Success Specialist, you will lead advanced customer interactions, manage escalated issues, and significantly contribute to customer retention. Responsibilities include overseeing onboarding, providing specialized troubleshooting and training, monitoring performance, and partnering with sales/support. You will also identify service improvements, contribute to team projects, and mentor junior members, leveraging deep customer insight and advanced analytical skills to enhance satisfaction.

Must Have

• Oversee advanced customer onboarding.
• Manage escalated customer inquiries.
• Provide highly specialized troubleshooting and problem resolution.
• Conduct advanced product usage training for customers.
• Regularly monitor customer performance and engagement metrics.
• Develop detailed documentation and reports on customer interactions.
• Partner with sales/support teams for complex customer solutions.
• Identify and execute opportunities for customer service improvements.
• Contribute significantly to team projects and customer retention strategies.
• Provide mentorship and guidance to junior team members.
• 3+ years of experience in SaaS-based customer success, account management, or a related role.
• Bachelor’s degree required.
• High level of strategic communication skills.
• Deep understanding of customer behavior and needs.
• Ability to deeply analyze performance metrics.
• Proficiency in resolving advanced technical issues.
• Comprehensive knowledge of all product features and updates.
• Ability to provide guidance and mentorship to peers.
• Promote customer interests within the organization.
• Advanced skills with CRM software and support tools.
• Excellent project management skills.
• Detail-oriented, self-motivated, and excellent multitasking skills.
• Familiarity with customer success platforms and CRMs (Salesforce, etc.).
• Data-oriented, consultative approach to promote product utilization.
• Proven ability to quickly establish rapport with C-suite executives.
• Excellent presentation, oral, and written communication skills.

Good to Have

• Business Health Administration degree preferred.
• Advanced degree or equivalent recommended.
• Healthcare background.
• Knowledge of clinical decision support (CDS) products and market differentiators.
• Knowledge of EHRs and workflows.
• Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows.
• Awareness of challenges faced by healthcare organizations.

Perks & Benefits

• Dynamic global technology company
• Opportunity to make a difference in the lives of millions
• Advance sustainability, health, justice, prosperity, and commerce
• Diverse and inclusive culture
• Opportunities for growth
• Global well-being program
• Well-being benefits (tools, programs, resources for health, happiness, safety, prosperity)

About the Role:

As a Senior Customer Success Specialist, you will play a pivotal role in our customer success strategy by overseeing more advanced customer interactions and contributing to team objectives. You will act as a key point of contact for escalated issues, contribute significantly to customer retention initiatives, and provide actionable insights to improve overall customer satisfaction.

Responsibilities:

• Oversee advanced customer onboarding.
• Manage escalated customer inquiries.
• Provide highly specialized troubleshooting and problem resolution.
• Conduct advanced product usage training for customers.
• Regularly monitor customer performance and engagement metrics.
• Develop detailed documentation and reports on customer interactions.
• Partner with sales/support teams for complex customer solutions.
• Identify and execute opportunities for customer service improvements.
• Contribute significantly to team projects and customer retention strategies.
• Provide mentorship and guidance to junior team members.

Skills:

• Strategic Communication: High level of communication skills tailored to various audience needs.
• Customer Insight: Deep understanding of customer behavior and needs.
• Advanced Analytical Skills: Ability to deeply analyze performance metrics.
• Technical Troubleshooting: Proficiency in resolving advanced technical issues.
• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
• Leadership: Ability to provide guidance and mentorship to peers.
• Customer Advocacy: Promote customer interests within the organization.
• Technical Proficiency: Advanced skills with CRM software and support tools.

Hybrid role - Qualified applicants must be able to commute 2 days per week to a Wolters Kluwer US-based office

Job Qualifications

Education: Bachelor’s degree required, Business Health Administration preferred. Advanced degree or equivalent recommended.

Experience:

• 3+ years of experience in SaaS-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization
• Healthcare background, preferred - including:
• Knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
• Knowledge of EHRs and workflows
• Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows
• Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures

Other Knowledge, Skills, Abilities or Certifications:

• Excellent project management skills
• Detail-oriented, self-motivated, and excellent multitasking skills
• Familiarity with customer success platforms and CRMs (Salesforce, etc.)
• Data-oriented, consultative approach to promote product utilization with customers
• Proven ability to quickly establish rapport with all level of personnel up to and including C-suite executives
• Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams

Our Interview Practices

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.

Compensation:

Target salary range CA, CT, CO, DC, HI, IL, MA, MD, MN, NY, RI, WA: $95,560 - $133,750