Customer Success Manager

Wolters Kluwer is seeking a commercially minded Retention Manager to strengthen customer retention, protect recurring revenue and build deeper, longer-term relationships across our customer portfolio.

This role will take ownership of retention strategy and execution across an assigned customer base, identifying customers at risk, understanding the underlying drivers of churn and partnering with Sales, Customer Success and other internal teams to improve customer outcomes.

The Retention Manager will combine customer engagement, commercial negotiation and data-driven account management. You will proactively identify retention risks, lead renewal and save conversations, develop recovery plans for at-risk customers and ensure customers continue to recognise the value of Wolters Kluwer solutions.

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

You can learn more about what we do by visiting our:

Website : Wolters Kluwer Australia | Wolters Kluwer

Meet the People: 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.

Our Interview Practices

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.