Director, Customer Success

Director, Customer Experience - Wolters Kluwer ELM Solutions

Overview

We are building a Customer Experience Management capability within our Sales organization to fundamentally elevate how we grow and retain.

Corporate legal departments are under increasing pressure to control spend, improve efficiency, and demonstrate ROI, particularly as AI begins to reshape how legal work is delivered. Winning in this environment requires more than product differentiation; it requires a clear, quantified, and credible business case that resonates with General Counsel, Legal Operations, and Finance stakeholders.

The Director, Customer Experience will operate as a core member of the Sales organization, partnering directly with account teams to shape customer retention strategy, quantify value, and influence expansion and cross sell buying decisions.

This is a highly commercial role with direct influence on pipeline quality, deal conversion, and expansion.

The Director, Customer Experience will build and lead the Customer Experience function for Wolters Kluwer ELM Solutions. This role is accountable for protecting and growing ~$170M ARR across 175+ global clients by driving measurable customer outcomes, improving retention, and unlocking expansion across the ELM portfolio including TyMetrix 360°, Legal Bill Analyzer, and related offerings.

This leader will establish Customer Experience as a core revenue engine, tightly integrated with Account Management, New Logo Sales, Marketing, Product, and Professional Services. The focus is on turning customer value into repeatable retention and expansion at scale.

Role Mandate

Stand up a formal Customer Experience function from the ground up

Partner directly with Account Management on renewals and expansion

Create a scalable model that supports both complex enterprise clients and long-tail accounts

Embed value realization into every stage of the customer lifecycle

Key Responsibilities

1. Build the Customer Experience Function

Design and implement segmented coverage model:

Strategic: 6 to 8 accounts per CSM

Growth: 15 to 20 accounts per CSM

Scaled: 30 to 40 accounts per CSM

Hire and onboard ~8 CSMs aligned to 2026 rollout plan

Establish clear roles, responsibilities, and engagement model across lifecycle

Define handoffs from Sales and PSG into Customer Success

2. Own Retention and Co-Own Expansion

Own Gross Retention Rate across the install base

Co-own Net Revenue Retention with Account Management team

Drive proactive renewal planning across all segments

Lead “Get to Green” program for at-risk (red/yellow) accounts

Partner on expansion plays including LBA cross-sell and platform adoption

3. Drive Value Realization and Adoption

Implement structured success plans tied to customer business outcomes

Ensure adoption of TyMetrix 360° and Passport.

Build value frameworks leveraging benchmarking data and Expert AI capabilities

Translate implementation into measurable ROI and executive-level value stories

4. Operationalize Customer Health and Risk

Establish customer health scoring model in Salesforce

Build early warning indicators tied to usage, support, and engagement

Create standardized risk mitigation plans and executive escalation paths

Integrate with Top 25 Client Command Center and weekly executive reviews

5. Lead Cross-Functional Alignment

Partner with:

Sales for new logo handoff and expansion alignment

Account Management for renewal ownership and account planning

Product to influence roadmap via customer insights

PSG / Delivery to ensure implementation aligns to value realization

Marketing for advocacy, references, and lifecycle engagement

Act as the voice of the customer across the organization

6. Build Scalable Systems and Discipline

Define KPIs, dashboards, and reporting cadence across CS function

Drive Salesforce hygiene for customer lifecycle visibility

Implement playbooks for onboarding, adoption, renewal, and expansion

Establish weekly operating rhythm aligned to forecast and pipeline reviews

Key Performance Indicators

Gross Retention Rate (primary ownership)

Net Revenue Retention (shared with Account Management)

Renewal rate across 2026 high-risk cohort

Reduction in red and yellow accounts

Adoption rates of TyMetrix 360° and LBA

Expansion pipeline generated from install base

Customer health score improvement

Time to value post-implementation

Leadership Expectations

Operates as a revenue leader, not a support function

Takes ownership of retention number with same rigor as new logo sales

Brings structure and discipline to a currently undefined function

Drives alignment across teams without creating friction

Focuses on scalable models, not one-off account heroics

Qualifications

10+ years in SaaS or enterprise software customer facing roles

Proven experience building or scaling a Customer Experience function

Strong track record in retention and expansion within complex enterprise accounts

Experience with platform adoption and transformation programs

Deep understanding of SaaS metrics and customer lifecycle management

Executive presence with ability to engage General Counsel and Legal Ops leaders

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.