Manager, Customer Success - Hybrid

About the Role:
 

The Manager, Customer Success is responsible for leading a specialized team of professionals on the CT Corporate Staffing Team supporting independent director, trustee, and contract agency appointments. This role oversees service delivery, operational performance, and client experience across high-touch, complex engagements that are critical to corporate governance and compliance.

This role will involve building strong customer relationships, promoting product adoption, and driving customer loyalty through strategic initiatives.

Responsibilities

• Manage a team of Customer Success professionals, ensuring their daily activities align with departmental goals.

• Oversee end-to-end execution of independent director, trustee, and contract agency appointments

• Ensure appropriate cross-training and capacity planning to maintain service continuity

• Establish and track key performance indicators (KPIs) aligned to team and organizational goals to ensure customer satisfaction

• Analyze performance data to identify trends, gaps, and opportunities for improvement

• Develop and execute strategies to improve customer engagement and product usage.

• Handle escalated customer issues, providing resolutions and feedback.

• Foster long-term customer relationships through regular interactions.

•  Manage renewal processes to ensure customer retention.

• Collaborate with cross-functional partners (e.g. Sales, Service, Legal) to deliver best customer experience

Skills

• Leadership: Proven ability to manage and lead teams effectively.

• Analytical Skills: Ability to analyze data and derive actionable insights.

• Strategic Thinking: Capacity to develop and implement effective customer success strategies.

• Communication: Proficient in presenting ideas clearly and concisely.

• Customer Advocacy: Strong focus on customer needs and enhancing customer satisfaction.

• Project Coordination: Skills in coordinating multiple tasks and projects simultaneously.

• Relationship Building: Proficiency in building and maintaining strong internal and external customer relationships.

• Technical Proficiency: Familiarity with customer success tools and platforms including Salesforce.

Required

• Bachelor’s degree or equivalent experience

• 5–7+ years of experience in customer success, corporate services, or financial/legal services operations

• Proven ability to manage complex, detail-oriented service delivery in a regulated environment

• Strong analytical, organizational, and problem-solving skills

Preferred

• 2+ years of people leadership experience

• Knowledge of independent director, trustee, or agency appointment processes

• Familiarity with KPI development, capacity modeling, and process optimization

*This role will work in a hybrid capacity (Tues-Thurs onsite) out of the Wilmington, DE office*

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:

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.