VP, Customer Success

Wolters Kluwer

. Lead customer onboarding, implementation, training, adoption, customer success, support, and service delivery across the PHT portfolio .

Posted 9/18/2026full-timeIndianapolis • Illinois • United StatesLead💰 $206,300 - $309,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive leadership in customer onboarding, implementation, and success within the healthcare technology sector, focusing on operational performance and scalable delivery models. Proven ability to drive organizational transformation and build high-performing teams while partnering with cross-functional leadership.

Highest-signal resume keywords

Customer Success LeadershipOperational TransformationCross-Functional CollaborationChange ManagementExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer DeliveryImplementation ManagementOperational Performance MetricsProcess ImprovementSaaSHealthcare TechnologyOrganizational RedesignTalent DevelopmentBusiness AcumenRevenue Realization

Soft Skills

Stakeholder ManagementCollaborationAccountabilityInnovationLeadership Development

Industry Keywords

Healthcare AdministrationHealthcare InformaticsProfessional ServicesCustomer OperationsService DeliveryOnboardingTrainingCustomer LifecycleExecutive LeadershipGovernance

About the role

Key responsibilities & impact

Lead customer onboarding, implementation, training, adoption, customer success, support, and service delivery across the PHT portfolio
Provide executive leadership for customer-facing teams supporting Health Language, CSC, and Medi-Span
Lead an organization of approximately 90 employees through multiple layers of management
Directly manage Director-level leaders
Drive customer retention, renewal readiness, revenue realization, and operational scalability
Partner with Product, Sales, Marketing, Technology, Finance, and Content leadership
Serve as executive sponsor for strategic customer relationships, escalations, and high-impact delivery initiatives
Own operational performance metrics supporting retention, adoption, implementation success, and delivery excellence
Establish consistent service standards and delivery practices across business units
Lead operational planning, process improvement, automation, continuous improvement, change management, and organizational transformation
Build scalable operating models and standardize delivery processes
Influence product roadmap and customer experience decisions using customer and operational insights
Establish governance, metrics, and operating rhythms
Lead leadership development, succession planning, organizational capability building, and talent development
Build a culture of accountability, customer focus, collaboration, innovation, and continuous improvement
Develop and retain high-performing teams supporting future growth and transformation

Requirements

What you’ll need

Bachelor's degree in Business, Healthcare Administration, Information Systems, Healthcare Informatics, or a related field
15+ years of progressive leadership experience in customer delivery, implementation, customer success, professional services, customer operations, SaaS, healthcare technology, or a related field
10+ years of experience leading large, multifunctional organizations through multiple layers of management, including Director-level leaders
Experience leading organizations of 50+ employees with accountability for customer outcomes, operational performance, and business results
Proven success leading complex customer implementations across multiple products, delivery models, business units, or customer segments
Experience overseeing customer lifecycle functions such as onboarding, implementation, training, customer success, professional services, support, or service delivery
Success leading operational transformation, organizational redesign, process standardization, and change management initiatives
Strong business, financial, and operational acumen
Experience influencing investment decisions, resource allocation, and organizational priorities
Ability to build scalable operating models that improve customer outcomes, delivery quality, efficiency, retention, and revenue realization
Ability to partner effectively with Product, Sales, Marketing, Technology, Finance, and executive leadership teams
Exceptional executive communication, stakeholder management, cross-functional leadership, and talent-development capabilities
Ability to travel up to 25%
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process

Benefits

Comp & perks

Bonus eligibility
Medical, Dental, & Vision Plans
401(k)
FSA/HSA
Commuter Benefits
Tuition Assistance Plan
Vacation and Sick Time
Paid Parental Leave
Hybrid work arrangement (8 days/month)
Up to 25% travel for customer engagements, leadership meetings, strategic planning sessions, and industry events