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Wolters Kluwer Customer Success Manager - Healthcare SaaS (USA-Remote) in Boston, Massachusetts

NOTE: Must be able to work during Central Time normal business hours.

The Customer Success Manager in Wolters Kluwer Health Clinical Surveillance and Compliance is responsible for ensuring customers achieve their desired outcomes while using our services. This includes guiding new customers through onboarding and adoption of the product to ensure a smooth start. Building and maintaining strong relationships with customers, understanding their needs, and acting as their advocate within our company. Assisting customers with issues or questions, coordinating with support teams, and providing solutions to enhance their experience. Monitoring customer usage, health metrics, and satisfaction levels to identify opportunities for improvement or upselling. Engaging customers with updates, new features, and best practices to maximize product value. Gathering customer feedback and insights to inform product development and improve service offerings. Working to ensure customer retention, manage renewals, and reduce churn by addressing potential concerns before they become issues. Partnering with sales, marketing, product, and support teams to align customer strategies and drive overall success. Overall, the CSM focuses on enhancing customer satisfaction, driving user adoption, securing revenue, and fostering long-term loyalty.

Key Responsibilities

  • Develop strong relationships with customers, connecting with key business executives and stakeholders and preparing sales report.

  • Answer client queries, interact with production daily, and identify new business opportunities among existing customers.

  • Negotiate service/product terms with customers in line with guidelines set by management.

  • Liaise with cross-functional internal teams (including Production, Projects, Customer Service, Product Development, and Sales departments) to improve the entire customer experience.

  • Ensure client campaign deliveries and complete follow-through activities.

  • Develop and execute multi-channel, in-depth integrated proposals and programs leveraging the company's print, digital and online assets.

Key Requirements

  • Bachelor’s Degree or equivalent relevant experience

  • 2+ years working in Account Management or Sales or other equivalent experience.

  • Working understanding of business, financials, products/services and the market

  • Excellent communication (both written & oral) and presentation skills.

  • Ability to manage own territory/account and monitor resources accordingly


EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.