Customer Success Manager – EMEA

Wolters Kluwer

. Establish trusted advisor relationships with customer executive sponsors .

Posted 11/12/2026full-timeRemote • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management within a SaaS environment, focusing on building executive relationships, driving product adoption, and delivering data-driven insights. Proficient in managing a strategic book of business while effectively communicating value and mitigating risks.

Highest-signal resume keywords

Customer Success ManagementExecutive Stakeholder EngagementData Analysis and PresentationSaaS Business Model UnderstandingAccount Management Software Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementData AnalysisPresentation SkillsSaaS Solutions DeliveryBook of Business Management

Soft Skills

Relationship BuildingProblem SolvingPatiencePersistenceNatural Curiosity

Tools & Technologies

SalesforceJIRAZendeskExcelGoogle Sheets

Industry Keywords

Legal ManagementLegal OperationsLegal Service DeliveryHigh-ARR CustomersGeographically Distributed Teams

About the role

Key responsibilities & impact

Establish trusted advisor relationships with customer executive sponsors
Align customer activities with business objectives to maximize value from Brightflag solutions
Track progress toward customer goals during regular meetings
Serve as a Brightflag product expert and provide product-oriented recommendations
Deliver Executive Business Reviews focused on data insights and proactive recommendations
Identify blockers to client success and develop mitigation strategies through internal and external collaboration
Articulate and reinforce the value customers obtain from Brightflag solutions
Address customer inquiries and manage requests through completion while setting clear timelines and expectations
Conduct regular health checks to identify risks and determine mitigation strategies
Track customer product feedback and provide regular input to the Product team
Manage a strategic book of business consisting of high-ARR customers
Drive successful product adoption and customer renewals

Requirements

What you’ll need

5+ years in a CSM role at a SaaS company
Experience building relationships with executive stakeholders
Experience confidently articulating value and managing high-touch relationships
Experience acting as a trusted advisor and recommending solutions aligned with customer business goals
Proficient in working with data, including Excel or Google Sheets
Ability to convert data into a presentation and present data to tell a story
Ability to take full ownership of a book of business
Ability to manage multiple priorities with patience, persistence, and thoughtfulness
Natural curiosity and willingness to become an expert on the product, industry, and customers’ business needs
No work permit sponsorship or self-sponsorship available
Domain knowledge in legal management, legal operations, or legal service delivery is a bonus
Experience with Salesforce, JIRA, Zendesk, or other account management and customer success software is a bonus
Experience or active experimentation with AI tools or technologies is a bonus
Detailed understanding of the SaaS business model is a bonus
Experience delivering SaaS solutions for midmarket and enterprise customers is a bonus
Experience working in a geographically distributed team is a bonus

Benefits

Comp & perks

Competitive base salary with bonus based on skills and experience
Annual Leave
Comprehensive health insurance
Life insurance
Long term illness/income protection
Opportunity to make a real impact and shape company direction
Learning, growth, and career progression opportunities
Complex technical and business problems with trust and autonomy
Friendly, values-driven, inclusive environment