Customer Success Associate Director - Healthcare SaaS
USA - Kennesaw, GAAll locationsUSA - Kennesaw, GAUSA - Chicago, IL, West Adams StUSA - Dallas, TXUSA - Waltham, MAUSA - Indianapolis, INUSA - Philadelphia, PA Hybrid
$122,300–$218,550 a yearJobFig found this opening at its original source and checks that it remains available.
About the role
The Customer Success AD is a senior individual contributor responsible for driving customer outcomes, value realization, and strategic partnership across a portfolio of Wolters Kluwer Health's largest, most complex, and highest-priority health system customers. Serving as a trusted advisor to executive, clinical, operational, and digital leaders, this role ensures customers maximize the value of their investments across the UpToDate portfolio, including UpToDate, Lexidrug, Patient Engagement solutions, and future products and capabilities. The Customer Success AD develops and executes strategic success plans, leads executive-level engagement, and serves as the primary advocate for customer needs while helping customers achieve measurable clinical, operational, financial, and patient experience outcomes. Working in close partnership with Sales, Account Management, Product Management, Clinical teams, and Support, the Customer Success AD acts as the central orchestrator of the customer experience for assigned accounts. This role leverages deep healthcare industry knowledge, strong executive presence, and customer success expertise to strengthen strategic partnerships, drive portfolio adoption, identify opportunities for expanded value, and ensure long-term customer success. In addition, the Customer Success AD serves as a mentor and thought leader within the Customer Success organization, contributing best practices and helping advance the organization's customer-centric culture and capabilities.
What you'll bring
- Bachelor’s degree in related field, specialized training, or equivalent work experience.
- 6+ years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role
- Proven track record of influencing cross-functional partners (Sales, Product) without direct authority
- Strong ability to engage directly with customers to understand workflows, challenges, and adoption behavior
- Exceptional written and verbal communication skills, with the ability to: present to senior stakeholders
- facilitate cross-functional alignment
- clearly articulate tradeoffs and recommendations
- Provider/healthcare segment expertise strongly preferred