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About the Role

The Senior Customer Success Specialist manages strategy and product utilization for the Clinical Decision Support Provider product portfolio, serving as an advisor for mid-size accounts. The role focuses on optimizing customer outcomes, strengthening relationships, driving product adoption, and ensuring value realization.

Responsibilities

Partner with Sales to build and maintain customer relationships, manage expectations, and support success and renewal.
Act as CDSP liaison for customer executive leadership regarding project planning, execution, implementation, and utilization.
Complete Executive Business Reviews (EBRs) to align on progress, ROI, and future opportunities.
Develop and deliver compelling presentations and facilitate discussions with key stakeholders.
Share best practices and encourage their adoption to maximize product value and outcomes.
Design workflows, trainings, and deployment plans to meet unique customer needs.
Win support for process and performance improvement plans related to customer success, product development, and service improvements.
Work with customers to set utilization goals and benchmark success.
Manage and nurture relationships with key decision-makers and stakeholders.
Develop an understanding of customer goals, pain points, and long-term objectives to align solutions with their needs.
Ensure products deliver measurable value to the customer and educate stakeholders on tangible benefits.
Foster relationships with internal teams and customers to deepen trust and collaboration.
Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities.
Assess internal resource needs and requirements for efficient and effective implementation.
Report on progress and effectiveness of plans to customer leadership and internal stakeholders.
Identify and monitor potential risks to the customer relationship or satisfaction and develop remediation strategies.
Direct Customer Success Specialists in executing supporting implementation activities.
Ensure plan execution by direct contribution and oversight of assigned team members’ efforts.
Oversee and analyze customer utilization patterns to identify areas of risk, opportunity, and need.
Present insights that showcase how WKH solutions contribute to customer goals.
Conduct utilization reviews with customers providing actionable insight into product usage and making data-driven recommendations.
Work with customers to re-engineer workflow processes where necessary.
Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns.
Identify cross-sell/up-sell opportunities by assessing customer needs and aligning additional products, services, or features.
Establish positive, collaborative relationships with client representatives.
Act and communicate professionally as a representative of the CDSP team.
Respond quickly and appropriately to customer questions, needs and requests.
Track and document project plans, status and progress.

Requirements

3+ years direct clinical healthcare provider experience.
2+ years of experience in Saas-based customer success, account management, or a related role, with a focus on strategic or enterprise-level customer engagement and value realization.
In-depth knowledge of clinical decision support (CDS) products.
Awareness of competition and market differentiators for CDS products.
Understanding of the healthcare industry, including medical devices, healthcare regulations, and clinical environments and workflows.
Awareness of challenges faced by healthcare organizations, such as patient outcomes, compliance, and cost pressures.
Must remain current on trends, regulatory changes, and innovations in the industry.
Must act as a thought leader by sharing insights, whitepapers, and case studies with major accounts.
Excellent project management skills to track implementations.
Familiarity with customer success platforms and CRMs.
Data-oriented, consultative approach to promote product utilization with customers.
Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives.
Excellent presentation, oral, and written communication skills to effectively engage with C-level executives and cross-functional teams.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

Skills

Clinical Decision Support (CDS) products
SaaS-based customer success
Account management
Strategic customer engagement
Enterprise-level customer engagement
Value realization
Healthcare industry knowledge
Medical devices
Healthcare regulations
Clinical environments and workflows
Project management
Customer success platforms
CRMs
Data analysis
Consultative approach
Presentation skills
Oral communication
Written communication

Location

Hybrid

Work Type

Hybrid

Experience Level

Senior
3+ years direct clinical healthcare provider experience
2+ years of experience in Saas-based customer success, account management, or a related role

Education Level

Bachelor's degree required, Business Health Administration preferred.
Advanced degree or equivalent recommended

Salary/Compensations

$78,400.00 - $136,950.00 USD
This role is eligible for Bonus.

Benefits

Medical, Dental, & Vision Plans
401(k)
FSA/HSA
Commuter Benefits
Tuition Assistance Plan
Vacation and Sick Time
Paid Parental Leave

About the Company

Our mission is to improve healthcare worldwide.
To achieve this vision, we strive to deeply understand the challenges facing clinicians and provider organizations as they evolve their workflow to cope with changing regulatory payment pressures while striving to deliver high quality and effective care.

Equal Opportunity

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.