Lead the Customer Experience function at Wolters Kluwer ELM Solutions, driving retention and expansion strategies. This strategic role demands expertise in customer success and SaaS management.

Wolters

Kluwer is seeking a Director of Customer Experience to elevate client interactions and enhance retention strategies. As a key member of the Sales organization, you will influence deal conversions and account renewals while managing a significant portfolio of clients. Your impactful leadership will be crucial in building robust customer outcomes and driving expansion across ELM solutions. Key Responsibilities:

- Establish a formal Customer Experience function
- Partner with Account Management on client renewals
- Create scalable models for different account types




- Drive value realization throughout the customer lifecycle
- Own retention initiatives and promote platform adoption

Requirements:

- Over 10 years in customer-facing SaaS roles
- Proven experience in building customer experience functions
- Strong track record in account retention and expansion
- Familiar with SaaS metrics and customer lifecycle management
- Executive presence for engaging stakeholders

Shape the future of customer engagement and retention at Wolters Kluwer while implementing strategies for growth.

📌 Director Customer Experience at Wolters Kluwer (Vancouver)
🏢 Wolters Kluwer
📍 Vancouver