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Sales Business Retention Rep

Wolters Kluwer

Olympia, WA

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JOB DETAILS
SALARY
$57,400–$98,350 Per Year
LOCATION
Olympia, WA
POSTED
30+ days ago
The Customer Success Manager (CSM) plays a critical role in helping customers realize value from their investment in Lippincott Solutions. This role partners closely with customers and internal teams to drive adoption, retention, and long-term relationship success through proactive, structured engagement. CSMs manage a portfolio of customers across National and Mid-Market segments and engage customers based on account size and needs. The role balances strategic customer relationships with strong organization, communication, and operational execution. **Key Responsibilities** **Customer Engagement & Value Delivery** + Manage a portfolio of National or Mid-Market customer accounts + Deliver proactive, outcome-focused customer meetings based on an established engagement cadence + Prepare agendas, lead customer conversations, and provide clear follow-up communication + Communicate with customers in a compelling and articulate manner in both verbal and written conversations and presentations + Build trusted relationships with key customer stakeholders and champions + Maintain an understanding of customer goals, success criteria, and renewal timelines + Share customer feedback, trends, and insights to internal teams **New Implementations & Onboarding** + Support new customer implementations by partnering with Sales and internal teams to ensure seamless handoff + Guide customers through onboarding, including kickoff conversations, training coordination, and early adoption support + Ensure customers understand product capabilities, best practices, and success milestones during initial rollout + Identify and address early risks during implementation to set a solid foundation for long-term success **Adoption, Retention & Growth** + Support all customer needs throughout the customer's lifecycle + Drive adoption and effective use of Lippincott Solutions products + Monitor customer health and usage trends to identify risks and opportunities + Partner with Account Executives on renewals, expansions, and growth opportunities + Support customer advocacy efforts, including references or success stories where appropriate **Operational Excellence** + Maintain accurate and timely customer records in Salesforce + Document customer interactions, decisions, and next steps + Prepare for and participate in Quarterly and Executive Business Reviews as needed + Create detailed usage reporting and analyze data to inform customer strategy and internal alignment **Tools & Productivity** + Leverage available technology and AI tools to improve efficiency and quality of customer communication + Use insights and summaries to prepare for meetings and customer conversations + Support continuous improvements in process, quality, and customer experience **Collaboration & Team Contribution** + Work closely with Account Executives and internal partners to ensure aligned customer strategy + Participate in team meetings, enablement sessions, and knowledge sharing + Contribute to best practices, templates, and shared learnings across the team + Represents Wolters Kluwer by developing and maintaining comprehensive knowledge of Wolters Kluwer products, industry and technical trends and general business and financial acumen through various sources and initiatives **Qualifications** **Required Experience:** + 2+ years of experience in Customer Success, Account Management, Sales Support, or a related customer-facing role + Experience managing customer relationships and balancing multiple priorities + Strong written and verbal communication skills + Comfort leading virtual meetings and customer discussions using Microsoft Teams, WebEx, or similar + Proficiency with Microsoft Office tools; CRM experience preferred **Preferred Experience:** + 3+ years of Customer Success or B2B client management experience + Experience in healthcare, nursing, or clinical environments + Familiarity with SaaS, digital platforms, or learning technologies + Experience preparing customer presentations, account plans, or business reviews + Previous experience preparing project plans for customers a plus + Customer training experience is a plus + Interest in using AI or productivity tools to enhance work quality and efficiency + Microsoft Office Suite; proficiency with Word, Excel, PowerPoint, and Outlook required + Salesforce.com experience a plus **Travel:** Up to 10%, primarily domestic **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:** $57,400.00 - $98,350.00 USD This role is eligible for Commission. _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. EQUAL EMPLOYMENT OPPORTUNITY Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

About the Company

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Wolters Kluwer

At Wolters Kluwer, we excel at creating content solutions for use in a professional context in the fields of health, corporate services, finance, tax, accounting, law, regulation, and education. We are professionals serving professionals and are committed to delivering essential content, software, and services to help our customers make their most critical business decisions. Utilizing the latest in information technology, we ensure that our customers have the solutions they need, when they need them, and in the media best suited to their requirements. When we achieve this, we deliver on our goal of being the market leader in content in context.

Partners in Innovation
Wolters Kluwer professionals are continuously engaged in an ongoing exchange of expertise and ideas with our customers about their work. This partnership in innovation is at the heart of meeting our commitment to the lawyers, doctors, nurses, tax advisors, teachers, and business executives we serve. Knowledge of their professional workflows and the ability to apply emerging technologies to make them more efficient and productive are at the heart of this partnership.

Leading Positions and Brands
Strong market positions are very important to our business strategies at Wolters Kluwer, and we value the leading positions we hold in most of our markets. Across all of our markets, we own strong, enduring brands in North America such as Adis International, Aspen Publishers, Bankers Systems, CCH, ClineGuide, CT Corporation, Kluwer, Facts & Comparisons, IFI Claims, Lippincott Williams & Wilkins, Loislaw, Medi-Span, Ovid Technologiesand Skolar. These brands have promised and delivered high quality information for decades, and we are committed to continuing to do everything necessary to earn, retain, and expand leadership positions in our selected markets.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1836
WEBSITE
http://wolterskluwer.com/