Customer Success Manager - Healthcare

About this opportunity

LOCATION: Hybrid – 8 days a month in the office (Chicago, Indianapolis, Waltham, Dallas, Philadelphia, Kennesaw) OVERVIEW The Customer Success Engagement Manager plays a lead role in managing and driving customer value across the UpToDate product portfolio.  They serve as the lead Customer Success representative for strategic accounts within a geographic region of the United States and are responsible for ensuring the adoption, engagement and value realization in UpToDate products. The Customer Success Engagement Manager is part of a regionally organized account team that spans both Customer Success and Sales to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed.  The team is accountable to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development.   RESPONSIBILITIES Core Requirements Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge of theories and principles within Customer Success, and applies general knowledge of business and industry practices. Works independently, with guidance in only the most complex situations. Manages a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset. Supports and manages the customer across their lifecycle to maintain customer loyalty and customer satisfaction. Uses data to monitor customer performance and promote engagement between the customer and product(s). Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements. Collaborates with customers to define and achieve goals for the program; documents successes when realized Maintains a clear understanding of client objectives and values, building and maintaining strong client relationships. Serves as an advisor on advanced and broad ranging projects. Interprets business challenges and recommends best practices to improve products, processes or services. Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects. Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures. Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends. Customer Relationship Management Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting value realization and renewal Enable team members to act as UpToDate liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions Lead executive planning sessions for customer accounts in collaboration with senior management and Sales  Share best practices and encourage their adoption Interview and shadow customers to design workflows, training and deployment plans to meet unique customer needs and position UpToDate positively Present findings both internally and externally to win support for process and performance improvement plans related to customer value Work with customers to set goals and benchmark value achieved, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support Develop effective plans for large scale customer deployments and utilization with identified milestones and goals Understand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities.  This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.) Assess internal resource needs and requirements for efficient and effective implementation Track and review implementation project plan, including risk identification, gap assessment, and escalation Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training Ensure plan execution by direct contribution and oversight of assigned team members’ efforts, prioritizing efforts and resources for assigned customer portfolio. Ongoing Value Management Oversee customer utilization and product performance Analyze customer utilization patterns to identify areas of risk, opportunity and need Conduct reviews with customer providing insight to connect goals with product engagement 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 for sales organization Engage directly with customers and users to maximize the value of their UpToDate subscription Other Related Duties Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances. Act and communicate professionally as a representative of the UpToDate team QUALIFICATIONS Education: Bachelor’s degree in related field, specialized training, or equivalent work experience. Experience: 4+ years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role Other Knowledge, Skills, Abilities or Certifications: Excellent project management skills to track large, complex software implementations across multiple customer sites 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 Superb presentation, oral and written communication skills Understanding of clinical environments and workflows TRAVEL: Up to 40% travel based on customer needs #LI-Hybrid Our Interview Practices 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. Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Compensation: $98,500.00 - $172,700.00 USD This role is eligible for Bonus. Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process. Additional Information: Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request. 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 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes. For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook. 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. Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women. 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 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. 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