Retention Manager

Cch Australia Limited; Melbourne; Hybrid; AUD 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working

Learning & development

Health & wellness programs

Parental leave

Global organization

Job summary

Cch Australia Limited is seeking a Customer Success/Retention specialist to own retention across a portfolio of customers and drive renewal conversations.

You will proactively identify churn risk, develop targeted retention plans, and collaborate across Sales, Product and Support to deliver long-term account value in a hybrid Melbourne environment.

Qualifications

• Proven experience in Customer Success, Account Management, Renewals, Retention or Strategic Account Management.
• Strong experience managing customer retention and renewal conversations.
• Commercial capability, including contract discussions, negotiation and protecting recurring revenue.
• Demonstrated ability to identify customer risk and develop effective retention strategies.
• Strong stakeholder management skills and confidence engaging senior customer decision-makers.
• Experience using customer and commercial data to prioritise accounts and drive action.
• Excellent communication, influencing and problem-solving skills.
• Ability to work across Sales, Customer Success, Product and other internal stakeholders.

Responsibilities

• Own retention outcomes across an assigned portfolio of customers.
• Proactively identify churn risk and develop targeted retention plans.
• Lead conversations to understand concerns and reinforce business value.
• Manage complex retention and renewal negotiations with key stakeholders.
• Develop commercial strategies to retain customers while balancing revenue and value.
• Track churn reasons and derive themes for business-wide improvements.
• Engage senior stakeholders to build trusted relationships.
• Collaborate with Success, Sales, Renewals, Product, Support and Finance to remove barriers.

Skills

Customer Success

Account Management

Renewals

Retention

Strategic Accounts

Negotiation

Stakeholder Management

Communication

Problem Solving

Cross-functional Collaboration

Job description

Key Responsibilities

Customer Retention & Revenue Protection

• Own retention outcomes across an assigned portfolio of Wolters Kluwer customers.
• Proactively identify customers displaying churn or non-renewal risk and develop targeted retention plans.
• Lead customer conversations focused on understanding concerns, resolving barriers and reinforcing business value.
• Manage complex retention and renewal negotiations with key customer stakeholders.
• Develop appropriate commercial strategies to retain customers while balancing customer needs, revenue and long-term account value.
• Track reasons for churn and identify recurring themes that can be addressed across the broader business.

Customer Engagement & Relationship Management

• Build trusted relationships with customer stakeholders, including senior and executive decision-makers.
• Understand customers' business priorities, challenges and changing requirements.
• Conduct proactive engagement with customers ahead of critical renewal periods.
• Partner closely with Customer Success Managers and Account Managers to develop strategies for high-risk and strategically important accounts.
• Act as an escalation point for customers where additional commercial or relationship intervention is required.

Retention Strategy & Insights

• Use customer health, product usage, engagement, renewal and commercial information to identify potential retention risks.
• Develop segmentation and intervention strategies based on customer value and risk.
• Analyse churn drivers and provide actionable insights to Sales, Customer Success, Product and leadership teams.
• Help develop repeatable retention playbooks, processes and customer engagement strategies.
• Maintain accurate retention forecasting, pipeline visibility and reporting.

Cross-functional Collaboration

• Work closely with Customer Success, Sales, Renewals, Product, Support and Finance to remove barriers affecting customer retention.
• Bring the voice of the customer back into the organisation and identify improvement opportunities.
• Support initiatives that improve adoption, customer experience and long-term customer value.
• Ensure clear ownership and execution of action plans for customers at risk.

About You

We are looking for someone who brings:

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

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 a part of that we offer:

• Flexible Working Arrangement – 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

Our Interview Practices

Our Interview Practices