Customer Success Director Jobs in Delaware (NOW HIRING)

About the Role

As a Senior Technology Product Manager - GTM Enablement and Launch Lead, you will play a critical role in ensuring the successful planning, coordination, and execution of highimpact product and gotomarket launches across a complex, enterprise B2B SaaS platform. This is a managerlevel individual contributor role (no direct reports) that operates at the intersection of Product, Engineering, Product Marketing, Sales, Customer Success, and Operations.

In this role, you will bring structure, visibility, and momentum to launches that require significant crossfunctional enablement. You will translate complex product work into clear internal understanding, ensure stakeholder readiness, and reduce latestage surprises, helping teams cross the finish line together. This role is central to ensuring internal teams are informed, prepared, and aligned.

The ideal candidate combines strong program execution skills with sound judgment, clear communication, and customer empathy-bringing both operational rigor and a productmarketinginformed mindset to launch delivery.

Responsibilities

Launch Execution and Readiness

• Own endtoend launch readiness for multiple concurrent initiatives, including core product launches, AIrelated capabilities, new products, and pricing or packaging changes.

• Define and maintain launch readiness checklists, milestones, and gates; track progress against agreed criteria.

• Run weekly launch reviews, monitor risks and dependencies, and surface issues with clear recommendations for resolution.

• Provide escalation and readiness recommendations to leadership when launches are at risk.

Stakeholder Enablement and Alignment

• Translate product changes into clear internal enablement materials (what is changing, who it impacts, why it matters, and how teams should support customers).

• Partner with Product, Engineering, Product Marketing, Sales, Customer Success, Implementation, Legal, Billing, Documentation, Analytics, and Sales Operations teams to coordinate readiness activities.

• Support consistent understanding and execution across teams through clear documentation, templates, and communication.

Operational Customer Communications

• Own and coordinate operational (nonpromotional, nonemergency) customer communications related to launches.

• Ensure communications are accurate, empathetic, and aligned with internal readiness and timelines.

Visibility, Reporting, and Process Improvement

• Maintain launch dashboards and documentation to provide realtime visibility into status, risks, and decisions.

• Leverage tools, systems, and automation (including AIenabled capabilities) to scale launch execution and reduce manual effort.

• Participate in postlaunch reviews; identify patterns, risks, and opportunities to continuously improve launch and enablement processes.

Strategic Support

• Surface insights from launch execution, such as enablement gaps or postlaunch issues, to inform broader GTM improvements.

• Over time, partner with GTM leadership to evolve launch governance, tiering, and crossfunctional operating models.

Skills and Qualifications

Required

• 8-10 years of experience in B2B SaaS environments, with exposure to enterprise gotomarket models.

• Demonstrated experience leading complex, crossfunctional launches or GTM programs.

• Strong program and project management skills, including milestone tracking, risk management, and dependency coordination.

• Excellent written and verbal communication skills; ability to explain complex or sensitive information clearly to peers and senior management.

• Proven ability to influence without authority and build trust across crossfunctional teams.

• Strong critical thinking, listening skills, and sound judgment when solving complex problems.

Preferred

• Experience supporting platformlevel products with moderate to high complexity.

• Exposure to AIdriven product capabilities.

• Background adjacent to Product Marketing, Enablement, or GTM Operations.

• Familiarity with postlaunch measurement, issue tracking, or adoption signals.

Success Measures

• Stakeholder satisfaction across Product, Sales, and Customerfacing teams.

• Percentage of launches meeting readiness criteria with full completion.

• Reduction in postlaunch issues and latestage launch surprises.

• Improved visibility, predictability, and consistency of launch execution.

*This role will work in accordance with Company Policy in a hybrid model - defined as a minimum of 8 days a month in any Wolters Kluwer office in the US, with preference for MDT, CDT and EDT*

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.

Compensation:

Compensation range listed is based on primary location of the position. Actual base salary offer is influenced by a wide array of factors including but not limited to skills, experience and actual hiring location. Your recruiter can share more information about the specific offer for the job location during the hiring process.

Wolters Kluwer offers a wide variety of competitive benefits and programs to help meet your needs and balance your work and personal life, including but not limited to: Medical, Dental, & Vision Plans, 401(k), FSA/HSA, Commuter Benefits, Tuition Assistance Plan, Vacation and Sick Time, and Paid Parental Leave. Full details of our benefits are available upon request.