Customer Success Manager (User Engagement)
Posted Updated
Description
- Own the strategy and execution of affinity group engagement programs that deepen customer relationships, increase product adoption, and strengthen customer advocacy
- Build and manage engagement plans for key customer segments, specialties, and affinity groups
- Establish trusted relationships with clinicians, administrators, executives, and other key stakeholders
- Gather customer insights and feedback to identify emerging needs, opportunities, and risks
- Serve as a visible representative of UpToDate within customer communities and professional networks
- Develop and deliver scalable programs that provide value to customers while supporting business objectives
- Create annual engagement calendars, educational initiatives, advisory forums, webinars, and peer-to-peer networking opportunities
- Tailor programming and communications to the needs of specific customer audiences and user segments
- Manage program execution from concept through launch, measurement, and continuous improvement
- Track engagement metrics and recommend enhancements based on outcomes and customer feedback
- Engage effectively with stakeholders at all levels, translating customer needs into actionable business opportunities
- Facilitate discussions with health system executives, physician leaders, and frontline clinicians
- Present program strategies, results, and recommendations to internal and external leadership teams
- Identify opportunities to strengthen customer partnerships and expand engagement across organizations
- Act as a credible advisor who can communicate effectively with both clinical and business audiences
- Partner across the organization to ensure customer programs are aligned with strategic priorities and executed successfully
- Collaborate with sales, marketing, editorial, and product teams to develop and deliver customer-facing initiatives
- Coordinate resources, messaging, and timelines across multiple stakeholders
- Advocate for customer needs and influence internal priorities based on market insights
- Ensure consistent customer experience across engagement channels and touchpoints
- Operating with a high degree of autonomy while driving results in a fast-paced, matrixed environment
- Independently identify opportunities, develop solutions, and execute plans with minimal oversight
- Prioritize initiatives based on customer impact and business value
- Lead complex projects involving multiple stakeholders and competing priorities
- Continuously evaluate program effectiveness and implement improvements to maximize outcomes
- Establish positive, collaborative relationships with users and healthcare organizations
- Act and communicate professionally as a representative of the Wolters Kluwer Health team
- Bachelor’s degree required, Business/Health Administration preferred. Advanced degree or equivalent experience recommended
- Must act as a thought leader by sharing insights, whitepapers, and case studies with users
- Comprehensive 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
- 5+ years of experience in Saas-based customer success role, with a focus on customer engagement and value realization
- Deep understanding of the healthcare industry, including clinical environments and workflows, medical devices, and healthcare regulations
- In-depth knowledge of clinical decision support (CDS) products and awareness of the competition and market differentiators
- Excellent project management skills to track multiple initiatives across multiple user groups
- 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 to effectively engage with clinicians and cross-functional teams
- Familiarity with medical librarians, physicians, clinical trainees, pharmacists and nurses
- Familiarity with customer success platforms and CRMs
- Data-oriented, consultative approach to promote product utilization with customers
- TRAVEL: 30-40% domestic travel; as needed based on projects, conferences and user locations