Customer Success Manager

About the Role

We are seeking a Senior Customer Success Specialist to join our CPESG team, focused on delivering exceptional outcomes for clients using CCH Tagetik CPM solutions. In this role, you will manage complex customer relationships, lead high-impact engagements, and act as a trusted advisor across financial and ESG performance management initiatives. You will also play a key role driving continuous improvement across the customer journey.

Key Responsibilities

• Lead advanced onboarding programs for customers implementing CCH Tagetik CPM solutions, ensuring a smooth and effective transition.
• Serve as the primary escalation point for high-priority customer issues, driving timely and effective resolution.
• Provide guidance on complex technical and product-related challenges
• Monitor customer health, engagement, and adoption metrics to identify risks and opportunities.
• Generate actionable insights and reports to support retention, growth, and platform optimization.
• Collaborate cross-functionally with Sales, Product, and Support teams to deliver cohesive customer solutions.
• Collaborate with local and global customer success management teams to identify and implement process improvements to enhance customer experience and product utilization.
• Drive retention and expansion through proactive engagement and value realization strategies.
• Collaborate closely with local Business Retention Managers to proactively identify, assess, and mitigate risks that could impact customer growth, satisfaction, or renewal, and to design and execute effective risk mitigation plans.
• Ability to feeding back customer experience to Product teams, driving the product roadmap.
• Grow and nurture customer advocates by building strong relationships with promoters who champion CCH Tagetik within their organizations and communities
• Use customer management tools to track customer communication, issues and metrics.
• To be successful in this role, you will be passionate about our customers’ experience with CCH Tagetik, while adopting a leadership mentality to respond and solve issues.
• Our customers are passionate about our service, product, and people. In this role, you’ll own the local customer experience while driving engagement through regional user groups and Customer Appreciation events.

Core Skills & Competencies

• Strategic Communication: Ability to effectively engage with executives, finance leaders, and technical stakeholders.
• Customer Insight: Strong understanding of customer needs within financial , ESG, GMT performance management environments.
• Analytical Thinking: Proficient in interpreting financial, operational, and ESG data to drive decisions.
• Technical Expertise:. Trusted at navigating customer challenges and connecting them with the right experts across CCH Tagetik to drive outcomes.
• Product Knowledge: Understanding of CCH Tagetik CPM, including planning, consolidation,  disclosure and other capabilities around ESG and GMT capabilities.
• Customer Advocacy: Strong ability to represent customer needs and influence internal stakeholders.
• Technical Proficiency: Experience with CRM systems and ability to adopt Customer Success  platforms.

Other Knowledge, Skills and Abilities:

• A proactive nature
• High accountability
• Excellent communication, both spoken and written
• Problem-solving
• Highly-motivated and results-focused
• Good project and time management skills
• Articulate, well presented and comfortable in front of customers, peers and executive teams
• Strong interpersonal and relationship-building skills
• Ability to foster a positive and collaborative environment
• Strong analytical skills
• Flexible and supportive approach to teamwork

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.