Retention Strategy Lead — Hybrid (Melbourne)

Wolters Kluwer; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible Working Arrangement – Work 1?

Hybrid Working

Learning and Development opportunities

Health and wellness programs

Parental leave benefits

Job summary

Wolters Kluwer seeks a commercially minded Retention Manager in Melbourne to strengthen customer retention and protect recurring revenue. You will own retention strategy, lead renewals, and manage at-risk accounts with cross-functional teams to sustain long-term value.

You will engage senior stakeholders, analyze churn drivers, and implement targeted recovery plans while balancing customer needs and revenue objectives in a B2B SaaS environment.

Qualifications

• Experience in customer success, account management or renewals.
• Proven ability to identify churn risk and develop retention strategies.
• Strong negotiation and communication skills.

Responsibilities

• Own retention outcomes across an assigned portfolio.
• Identify churn risk and develop targeted retention plans.
• Lead renewal conversations and negotiate terms with stakeholders.
• Develop commercial strategies to retain customers and protect revenue.
• Collaborate with Sales, CS, Product and Finance to address drivers of churn.
• Maintain accurate retention forecasting and reporting.

Skills

Customer Success

Account Management

Renewals

Churn Reduction

Data Analysis

Job description

Wolters Kluwer seeks a commercially minded Retention Manager in Melbourne to strengthen customer retention and protect recurring revenue. You will own retention strategy, lead renewals, and manage at-risk accounts with cross-functional teams to sustain long-term value.

You will engage senior stakeholders, analyze churn drivers, and implement targeted recovery plans while balancing customer needs and revenue objectives in a B2B SaaS environment.