Retention Manager

As a Retention Manager, you will be responsible for driving customer value, retention, and long-term growth across your portfolio. You will act as a strategic partner to customers, ensuring they achieve their desired outcomes through effective onboarding, product adoption, and ongoing engagement.

You will proactively identify risks and opportunities, advocate for customer needs internally, and collaborate cross-functionally to deliver a seamless customer experience. Your ability to combine relationship management with data-driven insights will directly impact retention, expansion, and overall customer satisfaction.

Responsibilities

• Own and manage a portfolio of customers throughout their lifecycle.
• Accountable for revenue performance across territory
• Develop trusted advisor relationships with key stakeholders.
• Drive product adoption through strategic success plans and regular business reviews.
• Identify and mitigate churn risks proactively.
• Partner with Sales to uncover expansion and upsell opportunities.
• Monitor customer health metrics and usage data to identify trends.
• Conduct Quarterly Business Reviews (QBRs) and strategic check-ins.
• Collaborate with Product, Sales, and Marketing to advocate for customer needs.
• Contribute to the development of scalable customer success programs and playbooks.
• Maintain accurate CRM records and customer health reporting.

Skills & Experience

• Strong relationship-building and stakeholder management skills.
• Proven ability to drive customer retention and expansion.
• Strategic thinking with a proactive, solutions-focused mindset.
• Data-driven approach to customer health and lifecycle management.
• Excellent communication and presentation skills.
• Ability to manage multiple accounts and priorities effectively.
• Experience with CRM (e.g., Salesforce)
• Strong problem-solving and conflict resolution capabilities.
• Collaborative mindset with cross-functional teams.

Ideal Background

• 3–5+ years in Customer Success, Account Management, or SaaS environment.
• Experience managing enterprise or mid-market accounts.
• Demonstrated success in reducing churn and driving account growth.
• Experience with Tax, Finance, Legal customers an advantage
   

About 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 are a company that lives and breathes its values: Focus on Customer Success, Make it Better, Aim High & Deliver and Win as a Team. We believe in promoting and developing our people, and provide a suite of benefits to make your life easier both at work and play.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements. You can learn more about what we do by visiting our website: www.wolterskluwer.cch.com.au 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 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:

• Flexible Working Arrangement –Introducing Work from Anywhere and hybrid working (promoting work life balance)
• Learning and Development opportunities
• Access to health and wellness programs
• Parental leave benefits that exceed legislative requirements
• The opportunity to work within a global organization with experienced leaders

You can learn more about what we do by visiting our: Website : Wolters Kluwer Australia | Wolters Kluwer How the People of Wolters Kluwer Strive to Be The Difference | Wolters Kluwer

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.