About the Role:

The Customer Experience International Director oversees the end-to-end customer lifecycle, leading the unified CX international team composed of Customer Success, Value Creation Office, and Clinical Advisory functions. The role is accountable for ensuring a cohesive, value-driven customer experience that promotes long-term outcomes and sustained growth.

The Director plays a key role in defining the enterprise vision and strategic leadership for customer success and clinical advisory by establishing scalable governance and an insight-driven operating model that consistently delivers measurable impact. This includes steering value realization, maximizing customer outcomes, optimizing engagement, and orchestrating integrated global processes across the International Segment.

The position requires an entrepreneurial and strategic mindset, strong leadership capabilities, and the ability to work across multi-disciplinary and cross-cultural teams—including Sales, Product, Operations, and Clinical Advisory—to drive adoption, improve customer satisfaction, and enable consistent value delivery across regions

Responsibilities:

Strategic Leadership of the Client Success Hub

• Lead the unified International CX team—comprising Customer Success, Value Creation Office, and Clinical Advisory teams—ensuring alignment, cohesion, and consistent execution of the end-to-end customer lifecycle strategy.

• Serve as the strategic orchestrator across International teams, aligning priorities, value narratives, and operating models to maximize customer outcomes and drive sustainable growth.

• Translate enterprise goals into actionable programs, ensuring a value-driven, insight-based, and scalable operating model that enhances governance, performance visibility, and long-term client satisfaction.

Customer Lifecycle & Value Realization Leadership

• Own the end-to-end customer lifecycle, ensuring seamless transitions from onboarding and adoption to expansion, renewal, and advocacy.

• Define and oversee the enterprise framework for value realization, including success metrics, governance structures, and operational standards that demonstrate measurable impact to clients.

• Enhance visibility into customer health, proactively identifying risks and opportunities, enabling data-driven decision-making across regions.

• Direct the delivery of value-based services to ensure clients consistently achieve, optimize, and expand the value realized from CE solutions.

Cross-Functional Alignment & Operating Model Execution

• Act as the central connection point between Customer Success, Product, Operations, Marketing, Sales, and Value teams to ensure integrated execution and unified customer-facing strategy.

• Promote the adoption of tools, playbooks, and KPI frameworks that optimize customer engagement, operational efficiency, and measurable business outcomes.

• Support the creation of scalable workflows, templates, and best practices to enable teams across countries to deliver consistent, high-quality customer experiences.

Team Leadership, Enablement & Capability Building

• Provide vision, purpose, and direction to all teams within the Client Success Hub, fostering a culture of excellence, collaboration, and continuous improvement.

• Coach and develop high-performing teams, ensuring they are equipped with the skills, insights, and tools needed to elevate value-focused conversations and strategic client engagement.

• Empower teams to represent the international Health Division as trusted advisors in client interactions, internal strategic discussions, and external industry forums.

Insight Generation & Strategic Influence

• Oversee the collection, analysis, and dissemination of customer, market, usage, and value insights that inform strategic decision-making across the organization.

• Ensure that insights from Customer Success, Value Creation, and Clinical Advisory functions contribute to product development, commercial strategy, and market prioritization.

• Strengthen CE’s position in international markets by elevating value-focused messaging and ensuring customers clearly understand the impact of CE solutions on their business and clinical outcomes.

Growth, Expansion & Customer Impact

• Identify and communicate opportunities for upsell and cross-sell by leveraging deep understanding of customer and user needs, usage patterns, and strategic goals.

• Partner with Sales and Commercial leaders to support pipeline acceleration through value narratives, customer health indicators, and success stories.

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.