Senior Customer Success Specialist

Job Purpose

To enable customers to achieve their desired outcomes by delivering proactive, personalised, and value-driven support throughout their lifecycle. The Customer Success Specialist builds strong, trust-based relationships, ensures transparency, and deeply understands each customer’s goals to drive adoption, satisfaction, and long-term success. As the trusted advisor for assigned accounts, you will accelerate onboarding and adoption, quantify and communicate ROI, reduce attrition, and drive expansion translating customer goals into measurable results - because their success is our success.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned customers, ensuring a positive and seamless experience from onboarding through to renewal.

• Lead customers through a structured onboarding and lifecycle framework, ensuring success plans, value realisation discussions, and customer engagement activities are maintained throughout the customer journey.

• Understand customer objectives and develop tailored success plans to drive product adoption, engagement and measurable outcomes.

• Demonstrate and communicate customer value and outcomes through regular check‑ins, business reviews, and success conversations.

• Support technical implementation activities during pre- and post-sales phases, including configuration and optimisation of Ovid solutions.

• Monitor customer health metrics and proactively address risks to retention or satisfaction.

• Identify and qualify expansion and cross‑sell opportunities based on customer needs, usage insights, and strategic alignment.

• Partner with Sales to ensure customers are renewal‑ready by articulating value, addressing risks early, and supporting a smooth renewal process.

• Strengthen customer advocacy and elevate the Voice of the Customer by building reference‑ready relationships, capturing VOC insights, and driving targeted engagement for low‑health accounts to support retention and growth.

• Collaborate with internal teams (Sales, Product, Support) to advocate for customer needs and deliver solutions.

• Follow standard Customer Success processes, tools, and documentation practices to ensure consistency and quality across the customer lifecycle.

• Maintain accurate records of customer interactions and progress in CRM system.

• Promote Wolters Kluwer’s presence through engagement with professional societies, user groups, and participation in industry exhibitions and events.

• Contribute to the ongoing improvement of Customer Success processes, resources, and best practices.

• Perform other duties as assigned by the manager.

Skills and Experience

Required:

• 1–3 years in Customer Success, Account Management, or related client-facing roles.

• Fluent Japanese and business level English

• Excellent verbal and written communication skills; ability to build rapport and trust.

• Strong presentation skills.

• Strong analytical and troubleshooting skills with a proactive mindset.

• Comfortable learning and explaining software solutions; prior experience with SaaS preferred.

• Ability to work cross-functionally and manage multiple priorities effectively.

• Familiarity with CRM systems (e.g., Salesforce) and customer success tools is advantageous.

• Bachelor’s degree or equivalent.

• Valid driver’s license.

Desirable:

• Experience working with SaaS solutions in healthcare, medical research, or related industries.

• Background in library sciences or clinical information systems.

• Knowledge of authentication methods such as SSO and IP-based access.

• Technical proficiency in HTML, CSS, JavaScript, jQuery, PHP, or MySQL.

Key Relationships

• Internal: Collaborate closely with APAC and global Customer Success teams, Product Support, Product Management, and Regional Sales to deliver seamless customer experiences, ensuring solutions are aligned with customer needs.

• External: Build and maintain strong relationships with key customers, distribution partners, professional societies, and user groups to promote engagement and advocacy.

Personal Attributes

• You’ll thrive in this role if you are highly organized, proactive, and passionate about delivering exceptional customer experiences.

• Exceptional presentation and communication skills, with the ability to simplify and explain technical concepts to diverse audiences.

• Demonstrated ability to manage and complete technical projects independently while meeting deadlines.

• Self-motivated and data-driven, with strong attention to detail and a proactive, problem-solving mindset.

• Willingness to travel regularly across your territory and occasionally internationally.

• Strong customer-facing skills and a commitment to delivering outstanding service.

• Creative and resourceful, with the initiative to develop innovative solutions to challenges.