We are seeking an experienced and commercially minded Customer Success Manager (Strategic Accounts) to manage a portfolio of our most important enterprise customers across Australia and Recent Zealand.

In this role, you will serve as the primary relationship owner for a select group of strategic accounts, partnering with senior stakeholders to drive customer value, adoption, retention and long-term business outcomes. You will act as a trusted advisor, helping customers maximise the impact of their investment while identifying opportunities to expand partnerships and deliver additional value.

Unlike a traditional Customer Success role focused primarily on adoption and support, this position combines strategic customer success leadership with a strong commercial mindset. You will be responsible for driving customer health and satisfaction while contributing to retention, renewals and revenue growth across your portfolio.

Key Responsibilities

Customer Success & Strategic Account Management

- Own and manage a portfolio of strategic enterprise customers across ANZ.
- Build trusted relationships with executive sponsors, key stakeholders and decision-makers.
- Develop and execute customer success plans aligned to customer business objectives and desired outcomes.
- Lead Executive Business Reviews (EBRs) and strategic account reviews to demonstrate value and drive long-term engagement.
- Drive product adoption, utilisation and value realisation across assigned accounts.
- Proactively monitor customer health, identify risks and implement mitigation plans to protect retention.
- Serve as the customer's primary advocate and escalation point within the business.

Retention & Revenue Growth





- Drive customer retention and support the achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
- Identify opportunities for expansion, upsell and cross-sell within existing accounts.
- Develop strategic account growth plans in partnership with Sales and Account Executives.
- Support renewal planning and commercial discussions to ensure continued customer success and business growth.
- Build strong multi-threaded relationships across customer organisations to increase account penetration and long-term partnership value.

Executive Engagement & Business Partnership

- Establish credibility and influence with senior business leaders and executive stakeholders.
- Engage customers in strategic discussions focused on business outcomes, operational efficiency and growth objectives.
- Provide industry insights, best practices and thought leadership to help customers achieve their strategic goals.
- Understand customer priorities, challenges and market dynamics to identify additional opportunities for value creation.

Cross-Functional Collaboration

- Partner closely with Sales, Product, Professional Services, Support and Marketing teams to deliver an exceptional customer experience.
- Act as the voice of the customer internally by sharing feedback, market trends and product enhancement opportunities.




- Coordinate internal resources to ensure successful delivery of customer initiatives and outcomes.
- Maintain accurate account plans, customer engagement records, renewal forecasts and opportunity pipelines in CRM systems.

Skills & Experience

- 5+ years' experience in Customer Success, Strategic Account Management, Enterprise Account Management or related customer-facing roles.
- Proven success managing large, complex enterprise or strategic accounts.
- Experience building relationships with senior stakeholders, including Director, VP and C-level executives.
- Strong customer success background with demonstrated success in driving retention, adoption and customer outcomes.
- Commercially minded with experience supporting renewals, account growth, upsell and cross-sell initiatives.
- Experience within SaaS, software, information services, legal technology, tax and accounting technology, governance, risk and compliance (GRC), regulatory technology or related industries.
- Strong consultative selling, stakeholder management and strategic planning skills.
- Exceptional communication, presentation and executive engagement capabilities.

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ours

📌 Customer Success Manager (Australia)
🏢 Wolters Kluwer
📍 Australia