Customer Success Manager

The Customer Success Manager (CSM) is responsible for ensuring customers achieve measurable business outcomes and realize maximum value from their investment in WK ELM solutions. The CSM serves as a strategic advisor to Legal Operations, Legal, Finance, and Technology stakeholders, driving adoption, customer health, executive engagement, value realization, and retention. This is not a traditional customer support role. The CSM is expected to understand the customer's business and legal operations strategy, translate that strategy into measurable success outcomes, and orchestrate the resources required to deliver those outcomes. The CSM owns customer success plans, value realization, risk mitigation, and customer advocacy while partnering closely with Account Management, Support, Product, Professional Services, and Technical Account Management. Key Responsibilities Customer Success & Value Realization Develop and execute strategic customer success plans tied to defined business objectives Establish measurable success criteria and customer outcomes Drive adoption and effective utilization of WK ELM solutions Quantify and communicate realized value and ROI Understand customer priorities and translate them into actionable success initiatives Conduct Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) Maintain clear accountability for customer commitm [... source excerpt omitted ...] utcomes Customer Health & Retention Monitor customer health, adoption, engagement, and value realization Proactively identify retention risks and early warning indicators Lead customer recovery and Get to Green initiatives Develop structured action plans for at-risk accounts Coordinate executive and cross-functional intervention when appropriate Ensure customers are positioned for successful renewals through demonstrated value and strong stakeholder alignment Executive Relationship Management Build trusted relationships with Legal Operations leaders, General Counsel and other executive stakeholders Establish executive sponsorship and alignment Facilitate strategic plan [... source excerpt omitted ...] ning and business-outcome discussions Understand customer organizational dynamics, priorities, and decision-making processes Develop and maintain stakeholder maps across complex customer organizations Serve as the voice of the customer within Wolters Kluwer Cross-Functional Leadership Partner effectively with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams Orchestrate internal resources around customer priorities Coordinate customer escalations and issue resolution Establish clear ownership, timelines, and accountability for customer commitments Advocate internally for customer needs and priorities Influe