Remote Strategic Retention Lead | Renewals & Revenue

Wolters Kluwer; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Flexible Working Arrangement – Work从—

Learning and Development opportunities

Access to health and wellness programs

Parental leave benefits

Job summary

Wolters Kluwer Australia is seeking a commercially minded Retention Manager to strengthen customer retention and protect recurring revenue across our portfolio. You will own retention strategy, identify at-risk customers and partner with Sales and Customer Success to improve outcomes.

You will combine customer engagement with commercial negotiation and data-driven account management. Lead renewal conversations, develop recovery plans for at-risk customers and ensure ongoing value delivery.

Qualifications

• Proven experience in Customer Success, Account Management, Renewals, Retention or Strategic Account Management, ideally in a B2B SaaS or subscription environment.
• Strong experience managing customer retention and renewal conversations.
• Commercial capability including contract discussions, negotiation and protecting recurring revenue.
• Able to identify customer risk and develop effective retention strategies.
• Strong stakeholder management and confidence engaging senior decision-makers.
• Experience using customer and commercial data to prioritise accounts and drive action.
• Excellent communication, influencing and problem-solving skills.
• Able to work across Sales, Customer Success, Product, Support and other internal stakeholders.
• Proactive mindset with the ability to manage multiple customer situations across the retention lifecycle.

Responsibilities

• Own retention outcomes across an assigned portfolio and proactively identify churn or renewal risk.
• Lead renewal negotiations with key customer stakeholders and develop targeted retention plans.
• Engage with customers to understand concerns and reinforce business value.
• Collaborate with Customer Success, Sales, Renewals, Product and Finance to remove retention barriers.
• Develop segmentation and intervention strategies based on customer value and risk.
• Maintain retention forecasting, pipeline visibility and reporting.

Skills

Customer success

Account management

Renewals

Retention

Stakeholder management

Data-driven decision making

Negotiation

Cross-functional collaboration

Job description

Wolters Kluwer Australia is seeking a commercially minded Retention Manager to strengthen customer retention and protect recurring revenue across our portfolio. You will own retention strategy, identify at-risk customers and partner with Sales and Customer Success to improve outcomes.

You will combine customer engagement with commercial negotiation and data-driven account management. Lead renewal conversations, develop recovery plans for at-risk customers and ensure ongoing value delivery.