As a Customer Success Manager, you will be responsible for driving customer value, retention, and long-term growth across your portfolio. You will act as a strategic partner to customers, ensuring they achieve their desired outcomes through effective onboarding, product adoption, and ongoing engagement.

You will proactively identify risks and opportunities, advocate for customer needs internally, and collaborate cross-functionally to deliver a seamless customer experience. Your ability to combine relationship management with data-driven insights will directly impact retention, expansion, and overall customer satisfaction.

This is a Permanent Full-Time position. You will work in a hybrid setup from our Shenton Way office (2-3 days per week work from home) #LI-Hybrid.

ABOUT THE ROLE

• Own and manage a portfolio of customers throughout their lifecycle.
• Accountable for revenue performance across territory
• Develop trusted advisor relationships with key stakeholders.
• Drive product adoption through strategic success plans and regular business reviews.
• Identify and mitigate churn risks proactively.
• Partner with Sales to uncover expansion and upsell opportunities.
• Monitor customer health metrics and usage data to identify trends.
• Conduct Quarterly Business Reviews (QBRs) and strategic check-ins.
• Collaborate with Product, Sales, and Marketing to advocate for customer needs.
• Contribute to the development of scalable customer success programs and playbooks.
• Maintain accurate CRM records and customer health reporting.

ABOUT YOU

• Strong relationship-building and stakeholder management skills.
• Proven ability to drive customer retention and expansion.
• Strategic thinking with a proactive, solutions-focused mindset.
• Data-driven approach to customer health and lifecycle management.
• Excellent communication and presentation skills.
• Ability to manage multiple accounts and priorities effectively.
• Experience with CRM (e.g., Salesforce).
• Strong problem-solving and conflict resolution capabilities.
• Collaborative mindset with cross-functional teams.

Preferred

• 5+ years in Customer Success, Account Management, or SaaS environment.
• Experience managing enterprise or mid-market accounts.
• Demonstrated success in reducing churn and driving account growth.
• Experience with Tax, Finance, Legal customers an advantage

ABOUT US

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at www.wolterskluwer.com.

We believe that great people deserve great support. You’ll enjoy:

• Competitive compensation package
• Medical coverage for your and family
• Flexible working hours and Work-from-Anywhere options to support better work-life balance
• Learning & development opportunities to grow your career
• Paid annual leave and volunteer time off
• A comprehensive wellness program
• A stable, global organization with strong market recognition and continuous innovation

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.