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

Requirements

• 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
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.

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