Sr Customer Success Specialist

The Customer Success Specialist is responsible for helping customers achieve measurable business outcomes and realize value from their investment in WK ELM solutions. The Customer Success Specialist develops a strong understanding of each customer's objectives and works with Legal Operations, Legal, Finance, and Technology stakeholders to drive adoption, customer health, value realization, and retention. The Customer Success Specialist owns customer success plans, monitors customer health and risk, and coordinates the resources necessary to deliver against customer objectives. The role partners closely with Account Management, Support, Product, Professional Services, and Technical Account Management to create a consistent and successful customer experience.
Key Responsibilities

Customer Success & Value Realization

Develop and execute customer success plans tied to customer objectives
Establish and track measurable customer success criteria
Drive adoption and effective utilization of WK ELM solutions
Understand customer priorities and translate them into actionable success initiatives
Help customers identify and communicate value realized from WK ELM solutions
Conduct Quarterly Business Reviews (QBRs) and support Executive Business Reviews (EBRs)
Track customer commitments, milestones, actions, and outcomes
Customer Health & Retention

Monitor customer health, adoption, engagement, and satisfaction
Identify customer risks and early warning indicators
Develop action plans to address customer concerns and adoption challenges
Participate in and, where appropriate, lead customer recovery and Get to Green initiatives
Coordinate internal resources to address customer issues
Ensure customers are positioned for successful renewals through adoption, demonstrated value, and strong engagement
Relationship Management

Build trusted relationships with Legal Operations and other key customer stakeholders
Develop an understanding of customer organizations, priorities, and business objectives
Maintain stakeholder maps and identify opportunities to broaden customer relationships
Facilitate regular customer planning and progress discussions
Support executive engagement and sponsorship
Serve as a strong voice of the customer within Wolters Kluwer
Cross-Functional Leadership

Partner with Account Management, Support, Product, Professional Services, Technical Account Managers, and other internal teams
Coordinate internal resources around customer priorities
Facilitate customer escalations and issue resolution
Establish clear ownership and follow-through for customer commitments
Advocate for customer needs and priorities
Communicate customer feedback to appropriate internal teams
Growth & Advocacy

Recognize customer needs that may represent expansion opportunities and engage Account Management
Connect customer priorities with relevant WK ELM capabilities
Identify and develop potential customer champions and advocates
Support customer references, advisory boards, and advocacy initiatives
Capture and communicate customer feedback and emerging needs
Partner with Account Management to strengthen the overall customer relationship
Required Experience

5+ years of experience in Customer Success, Account Management, Consulting, Professional Services, Enterprise Software, or a related customer-facing discipline
3+ years managing enterprise or complex customer relationships
Experience developing and executing customer success or account plans
Experience driving software adoption and customer engagement
Experience monitoring customer health and identifying customer risk
Experience participating in customer business reviews and strategic customer discussions
Experience working with multiple stakeholders within customer organizations
Experience working cross-functionally in a SaaS or enterprise software environment
Demonstrated ability to manage multiple customer priorities, actions, and workstreams
Strong communication, presentation, organization, and relationship-management skills
Ability to use customer data, adoption metrics, and other indicators to identify priorities and appropriate actions
Preferred Experience

Experience in Legal Operations, Legal Technology, Enterprise Legal Management, eBilling, Matter Management, CLM, ERP, Procurement, or Financial Systems
Experience supporting large enterprise customers
Familiarity with corporate legal department operations, legal spend management, outside counsel management, or matter management
Experience with enterprise software implementations or change management initiatives
Experience working within complex customer stakeholder environments
Experience partnering with Sales or Account Management on renewals and expansion opportunities
Experience using customer success platforms, CRM systems, adoption analytics, or customer health methodologies
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