Senior Customer Success Specialist - Health Tech

Ready to combine your clinical expertise, relationship-building skills, and passion for healthcare technology in a role that makes a real impact?

As a Senior Customer Success Specialist, you will work closely with healthcare leaders, clinicians, and administrators across Australia and New Zealand, helping leading hospitals, healthcare organisations, and academic institutions maximise the value of Wolters Kluwer's trusted clinical solutions, including UpToDate, LexiDrug, Expert AI.

Reporting to the Customer Success Manager, APAC, you will serve as a trusted advisor to customers, lead strategic onboarding and implementation initiatives, support customer retention efforts, and act as an escalation point for complex issues. You will collaborate closely with Sales, Solutions and Marketing teams to deliver tailored success plans that meet each institution's unique goals and requirements.

This is a Permanent, Full-Time position, to be based in Bourke Street, Melbourne, with a hybrid working model of 3 days working from home per week.

ABOUT THE ROLE

• Design and execute customer success awareness and training strategies across hospitals and academic institutions.
• Develop programs to drive product adoption and usage of Wolters Kluwer solutions.
• Build strong relationships with customers, identify clinical advocates, and lead clinical engagement initiatives.
• Manage large-scale national and international projects.
• Create engaging onboarding workflows (e.g., campaigns, videos, in-app messaging) and gather customer feedback (e.g., surveys, interviews).
• Analyze usage data to identify early warning signs and proactively address issues.
• Support the customer journey from onboarding through to retention, upselling, and cross-selling.
• Collaborate with communication and marketing teams to design tailored communication plans. Develop high-quality, customized materials (e.g., user guides, manuals, email templates). Deliver onsite and remote training to end users to increase awareness and usage.
• Cultivate relationships with key stakeholders to support internal awareness campaigns.
• Troubleshoot access and integration issues, and provide technical support for UpToDate and LexiDrug.
• Conduct “train-the-trainer” sessions to certify end users.
• Maintain accurate training records and update account contacts in our CRM (Salesforce.com).

ABOUT YOU

• Clinical practice experience is essential.
• Strong technical aptitude and understanding of EMR systems.
• Strategic Communication: High level of communication skills tailored to various audience needs.
• Customer Insight: Deep understanding of customer behavior and needs.
• Advanced Analytical Skills: Ability to deeply analyze performance metrics.
• In-depth Product Knowledge: Comprehensive knowledge of all product features and updates.
• Customer Advocacy: Promote customer interests within the organization.
• Technical Proficiency: proficient in CRM software and support tools.
• Willing and able to travel to customer sites (up to 60% travel – will vary by quarter)

ABOUT US

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. More at www.wolterskluwer.com.

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 ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.

Culture and Benefits

We care for our people and as a part of that we offer:

• Work with market-leading healthcare technology solutions.
• Be part of a high-performing and growing APAC sales organization.
• Make a meaningful impact on healthcare quality and patient outcomes.
• Competitive salary, commission plan, and benefits.
• Career development and advancement opportunities within a global organization.
• Flexible Working Arrangement – Work from Anywhere and hybrid working (promoting work life balance)
  

Our Interview Practices

To 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.

Be the Difference

If making a difference matters to you, then you matter to us.

Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.

We’re innovators with impact. We provide expert software and information solutions that the world’s leading professionals rely on, in the moments that matter most. You’ll make a real difference in the lives of millions of people. Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.

You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance. Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.

About Wolters Kluwer

Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs more than 21,000 people worldwide. ​

​

Our customers work in industries that impact the lives of millions of people every single day. Our mission is to empower our professional customers with the AI-powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity. ​

​

We deliver trusted, AI-powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert-validated insights, automate workflows, and drive better outcomes. Today, nearly 70% of our digital revenues come from AI-powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains. ​

​

We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud-based, AI-powered platforms that integrate seamlessly into their workflows and ecosystems. Our solutions are designed to deliver impact when it matters most, especially in high-stakes environments where accuracy and trust are essential. ​

​

With a nearly 190-year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.​

​

For more information about our solutions and organization, visit www.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.

Tips & Tricks - Resumes

Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions. Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.

Building Diverse Teams

As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking. We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.

We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.

This principle is ingrained in our company values and articulated in our Code of Business Ethics.

Our Global Well-being Program

At Wolters Kluwer, you’ll feel valued for your contributions, and you’ll know that your health, safety, and well-being are important to us. Our well-being benefits provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.​

​

Our global Together we thrive well-being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well-being. That commitment has been recognized externally through Ragan’s Top Places to Work for Employee Wellbeing: Large Organization in 2024. ​

​

More recently, Wolters Kluwer was recognized by Forbes as one of America’s Best Large Employers 2026 and America’s Best Employers for Engineers 2026. In 2025, Wolters Kluwer was also recognized by Forbes as one of America’s Best Employers for Women.

Equal Opportunity Employer

To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences. We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.

All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.

GDPR

Careers Privacy and Cookies

Wolters Kluwer (“we” or “us”) wants to inform you about the ways we process your personal information. In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose. You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.