Senior Customer Success Specialist

3 weeks ago


Houston, United States Wolters Kluwer Full time

The Senior Client Success Manager (AKA: Customer Success Manager or CSM) plays a key role in ensuring the success and satisfaction of our clients. This position requires in-depth knowledge of Customer Success principles and business practices, as well as the ability to solve complex problems independently. The Senior Client Success Manager collaborates with clients throughout the post-sales lifecycle to maintain loyalty, promote engagement, and drive optimal product usage. In this remote-friendly role, the CSM reports to the Manager of Customer Success in the LR ELM division of Wolters Kluwer.

Key Responsibilities

Contribute to a smooth customer onboarding process, ensuring a seamless introduction for clients from the outset.

Participate in the post-sales customer lifecycle, including ongoing assistance, renewals, product improvements, and up-and cross-selling, to enhance customer satisfaction and loyalty.

Track customer performance and promote engagement between clients and our products.

Foster optimal product usage and identify training opportunities for clients as needed.

Ensure client satisfaction with our products and services, meeting implementation schedules, targets, and budgets according to contractual agreements.

Collaborate with clients to identify and cultivate future project initiatives.

Work closely with services/support sales teams on new service initiatives.

Maintain a clear understanding of client requirements and build strong client relationships.

Lead team projects or project steps and demonstrate accountability for ongoing activities or objectives.

Utilize advanced analytical, technical, and problem-solving skills to adapt policies, develop models, and support small projects or the team.

Key Requirements

Bachelor's degree or equivalent related experience

6+ Proven experience in Customer Success or a related field, with a strong understanding of business and industry practices.

Excellent communication and interpersonal skills, with the ability to build and maintain strong client relationships.

Strong analytical, technical, and problem-solving abilities.

Ability to work independently with minimal guidance and exercise judgment based on analysis of multiple sources of information.

Prior experience leading team projects or project steps is preferred.

Travel: Minimal

Enterprise Legal Management Software | ELM Solutions | Wolters Kluwer

#LI-Remote #J-18808-Ljbffr



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