The Customer Success Manager (CSM) plays a critical role in helping customers realize value from their investment in Lippincott Solutions. This role partners closely with customers and internal teams to drive adoption, retention, and long‑term relationship success through proactive, structured engagement.
CSMs manage a portfolio of customers across National and Mid‑Market segments and engage customers based on account size and needs. The role balances strategic customer relationships with strong organization, communication, and operational execution.
Key Responsibilities
Customer Engagement & Value Delivery
- Manage a portfolio of National or Mid‑Market customer accounts
- Deliver proactive, outcome‑focused customer meetings based on an established engagement cadence
- Prepare agendas, lead customer conversations, and provide clear follow‑up communication
- Communicate with customers in a compelling and articulate manner in both verbal and written conversations and presentations
- Build trusted relationships with key customer stakeholders and champions
- Maintain an understanding of customer goals, success criteria, and renewal timelines
- Share customer feedback, trends, and insights to internal teams
New Implementations & Onboarding
- Support new customer implementations by partnering with Sales and internal teams to ensure seamless handoff
- Guide customers through onboarding, including kickoff conversations, training coordination, and early adoption support
- Ensure customers understand product capabilities, best practices, and success milestones during initial rollout
- Identify and address early risks during implementation to set a solid foundation for long‑term success
Adoption, Retention & Growth
- Support all customer needs throughout the customer’s lifecycle
- Drive adoption and effective use of Lippincott Solutions products
- Monitor customer health and usage trends to identify risks and opportunities
- Partner with Account Executives on renewals, expansions, and growth opportunities
- Support customer advocacy efforts, including references or success stories where appropriate
Operational Excellence
- Maintain accurate and timely customer records in Salesforce
- Document customer interactions, decisions, and next steps
- Prepare for and participate in Quarterly and Executive Business Reviews as needed
- Create detailed usage reporting and analyze data to inform customer strategy and internal alignment
Tools & Productivity
- Leverage available technology and AI tools to improve efficiency and quality of customer communication
- Use insights and summaries to prepare for meetings and customer conversations
- Support continuous improvements in process, quality, and customer experience
Collaboration & Team Contribution
- Work closely with Account Executives and internal partners to ensure aligned customer strategy
- Participate in team meetings, enablement sessions, and knowledge sharing
- Contribute to best practices, templates, and shared learnings across the team
- Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiatives
Qualifications
Required Experience:
- 2+ years of experience in Customer Success, Account Management, Sales Support, or a related customer‑facing role
- Experience managing customer relationships and balancing multiple priorities
- Strong written and verbal communication skills
- Comfort leading virtual meetings and customer discussions using Microsoft Teams, WebEx, or similar
- Proficiency with Microsoft Office tools; CRM experience preferred
Preferred Experience:
- 3+ years of Customer Success or B2B client management experience
- Experience in healthcare, nursing, or clinical environments
- Familiarity with SaaS, digital platforms, or learning technologies
- Experience preparing customer presentations, account plans, or business reviews
- Previous experience preparing project plans for customers a plus
- Customer training experience is a plus
- Interest in using AI or productivity tools to enhance work quality and efficiency
- Microsoft Office Suite; proficiency with Word, Excel, PowerPoint, and Outlook required
- Salesforce.com experience a plus
Travel: Up to 10%, primarily domestic
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:
$57,400.00 - $98,350.00 USDThis role is eligible for Commission.Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.
Additional Information:
Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.
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