About Wolters Kluwer Health: Healthcare professionals, students, and researchers around the globe are making important decisions every day about patient care and outcomes using our integrated solutions, premium content and productivity tools. Our solutions are focused in the areas of Clinical Decision Support, Clinical Drug Information, Patient Engagement, Clinical Terminologies, Clinical Surveillance, Nursing Education, Medical Education, Allied Health Education and Medical Research. Four market-centered business units to serve the needs of our diverse customer base. Health Learning, Research and Practice helps clinicians deliver better patient outcomes through digital solutions for healthcare education, certification, reference and research in more than 140 countries. Our Ovid research platform is the #1 medical research platform in hospitals and medical schools, while our Lippincott brand is highly valued by doctors, nurses and allied health professionals. Our offerings range from print books to innovative technology-enabled solutions, such as virtual simulation and adaptive quizzing tools. We have a strong emphasize on creating expert solutions that combine subject matter expertise and technology to help drive better decisions faster. About the Role: We are looking for a Director of Customer Success to lead a global customer success team supporting our SaaS solutions in the health research and healthcare sectors. This role is pivotal in driving customer satisfaction, retention, and growth by ensuring our clients achieve measurable outcomes and long-term value from our platforms, that will drive long-term customer value and retention for our business. The Customer Success Director is a senior leadership role responsible for developing and executing proactive strategies that ensure customers achieve their desired outcomes while maximizing retention, satisfaction, and product adoption. Responsibilities: Drive the strategic vision for customer success globally, ensuring alignment of customer success objectives with corporate goals. Guide the development and implementation of scalable customer success processes for enhanced customer experience that lead to customer product adoption, retention and expansion Foster a culture of customer-centricity, accountability, and continuous improvement. Analyze customer feedback and usage data to identify risks and opportunities. Monitor customer health metrics and proactively address risks to retention and satisfaction. Establish performance metrics (churn rate, Net Promoter Score (NPS), and Customer Lifetime Value (CLV) and ensure continuous improvement. Advocate for customer requirements in product development and strategic planning. Drive revenue growth through upsell & cross-sell opportunities Build strong cross functional partnerships with Sales, Product, Marketing, and Support to ensure a seamless customer experience. Lead, mentor, and grow employee capabilities for a high performing Customer Success team with clear and actionable goal setting, development, and performance expectations. Develop customer success team’s skills related to product/technical knowledge, analytics, customer interviewing to understand customer needs, customer relationship/networking, data storytelling and impactful presentation. Qualifications: 10+ years of experience in customer success or account management, with at least 3 years in a leadership role managing global teams. Experience in SaaS or technology environments preferred. Health research and/or health care industry market knowledge Data excellence with deep knowledge / experience with leveraging customer success tools & technology to drive insights and strategic planning. Deep knowledge of customer journey mapping and lifecycle management. Relationships driven with experience influencing cross-functional teams and driving change. Demonstrated ability to solve complex problems and successfully navigate a dynamic, fast-changing business environments #LI-118864 Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. If making a difference matters to you, then you matter to us. Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day. We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world. You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time. Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers. We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide. For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn. Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume. As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work. We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion. This principle is ingrained in our company values and articulated in our Code of Business Ethics. At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous. In 2024 we were awarded Ragan’s Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our ‘Together we thrive’ well-being program. To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions. All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases. GDPR Careers Privacy and Cookies Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.