OverviewDirector, Customer Experience - Wolters Kluwer ELM SolutionsWe are building a Customer Experience Management capability within our Sales organization to fundamentally elevate how we grow and retain.Corporate legal departments are under increasing pressure to control spend, improve efficiency, and demonstrate ROI, particularly as AI begins to reshape how legal work is delivered. Winning in this environment requires more than product differentiation; it requires a clear, quantified, and credible business case that resonates with General Counsel, Legal Operations, and Finance stakeholders.The Director, Customer Experience will operate as a core member of the Sales organization, partnering directly with account teams to shape customer retention strategy, quantify value, and influence expansion and cross‐sell buying decisions.This is a highly commercial role with direct influence on pipeline quality, deal conversion, and expansion.The Director, Customer Experience will build and lead the Customer Experience function for Wolters Kluwer ELM Solutions. This role is accountable for protecting and growing :$170M ARR across 175+ global clients by driving measurable customer outcomes, improving retention, and unlocking expansion across the ELM portfolio including TyMetrix 360°, Legal Bill Analyzer, and related offerings.This leader will establish Customer Experience as a core revenue engine, tightly integrated with Account Management, New Logo Sales, Marketing, Product, and Skilled Services. The focus is on turning customer value into repeatable retention and expansion at scale.Role MandateStand up a formal Customer Experience function from the ground upPartner directly with Account Management on renewals and expansionCreate a scalable model that supports both complex enterprise clients and long-tail accountsEmbed value realization into every stage of the customer lifecycleKey ResponsibilitiesBuild the Customer Experience FunctionDesign and implement segmented coverage model:Strategic: 6 to 8 accounts per CSMGrowth: 15 to 20 accounts per CSMScaled:



30 to 40 accounts per CSMHire and onboard :8 CSMs aligned to 2026 rollout planEstablish clear roles, responsibilities, and engagement model across lifecycleDefine handoffs from Sales and PSG into Customer SuccessOwn Retention and Co-Own ExpansionOwn Gross Retention Rate across the install baseCo‐own Net Revenue Retention with Account Management teamDrive proactive renewal planning across all segmentsLead "Get to Green" program for at‐risk (red/yellow) accountsPartner on expansion plays including LBA cross‐sell and platform adoptionDrive Value Realization and AdoptionImplement structured success plans tied to customer business outcomesEnsure adoption of TyMetrix 360° and Passport.Build value frameworks leveraging benchmarking data and Expert AI capabilitiesTranslate implementation into measurable ROI and executive‐level value storiesOperationalize Customer Health and RiskEstablish customer health scoring model in SalesforceBuild early warning indicators tied to usage, support, and engagementCreate standardized risk mitigation plans and executive escalation pathsIntegrate with Top 25 Client Command Center and weekly executive reviewsLead Cross‐Functional AlignmentPartner with:Sales for new logo handoff and expansion alignmentAccount Management for renewal ownership and account planningProduct to influence roadmap via customer insightsPSG / Delivery to ensure implementation aligns to value realizationMarketing for advocacy, references, and lifecycle engagementAct as the voice of the customer across the organizationBuild Scalable Systems and DisciplineDefine KPIs, dashboards,



and reporting cadence across CS functionDrive Salesforce hygiene for customer lifecycle visibilityImplement playbooks for onboarding, adoption, renewal, and expansionEstablish weekly operating rhythm aligned to forecast and pipeline reviewsKey Performance IndicatorsGross Retention Rate (primary ownership)Net Revenue Retention (shared with Account Management)Renewal rate across 2026 high‐risk cohortReduction in red and yellow accountsAdoption rates of TyMetrix 360° and LBAExpansion pipeline generated from install baseCustomer health score improvementTime to value post‐implementationLeadership ExpectationsOperates as a revenue leader, not a support functionTakes ownership of retention number with same rigor as new logo salesBrings structure and discipline to a currently undefined functionDrives alignment across teams without creating frictionFocuses on scalable models, not one‐off account heroicsQualifications10+ years in SaaS or enterprise software customer facing rolesProven experience building or scaling a Customer Experience functionStrong track record in retention and expansion within complex enterprise accountsExperience with platform adoption and transformation programsDeep understanding of SaaS metrics and customer lifecycle managementExecutive presence with ability to engage General Counsel and Legal Ops leadersOur Interview PracticesTo 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.

📌 Director, Customer Success (Vancouver)
🏢 Wolters Kluwer
📍 Vancouver