Director, Customer Success EMEA

Director, Customer Success EMEA page is loaded Director, Customer Success EMEAremote type: Hybrid (8 days/month)locations: GBR - London, Canada Squaretime type: Full timeposted on: Posted Todayjob requisition id: R 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 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 Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. Our customers work in industries which impact the lives of millions of people every single day. Our mission is to empower our professional customers with the information, software solutions, and services they need to make critical decisions, achieve successful outcomes, and save time.Our expert solutions combine deep domain knowledge with technology to deliver both content and workflow automation to drive improved outcomes and productivity for our customers.We are committed to helping professionals improve the way they do business and solve complex problems with our range of digital solutions and services, which we continuously evolve to meet their changing needs. Our 188-year legacy and portfolio represent thousands of customers worldwide.For more information about our solutions and organization, visit , follow us on and .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.In 2024 we were awarded Ragan's Top Places to Work for Employee Wellbeing: Large Organization, in recognition of our commitment to maintaining and enhancing the well-being of our colleagues through our 'Together we thrive' well-being program.