Director, Customer Success EMEA

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 

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