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
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
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.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
If making a difference matters to you, then you matter to us.
Join us, at Wolters Kluwer, and be part of a dynamic global technology company that makes a difference every day.
We're innovators with impact.
We provide expert software and information solutions that the world's leading professionals rely on, in the moments that matter most.
You'll make a real difference in the lives of millions of people.
Together with our customers, we help to advance sustainability, health, justice, prosperity, and commerce around the world.
You can thrive at Wolters Kluwer, where diversity is core to our collective strength and high performance.
Be your unique self, share your creative ideas, do your best work, and take time to grow in our caring and inclusive culture where you can belong.
Wolters Kluwer reported**** annual revenues of €6.1billion.
The group serves customers in over180countries, maintains operations in over40countries, and employs more than21,000people worldwide.
Our customers work in industries that impact the lives of millions of people every single day.
Our mission is to empower our professional customers with the AI‐powered solutions they need to make critical decisions, achieve successful outcomes, and increase productivity.
We deliver trusted, AI‐powered expert solutions that combine deep domain knowledge, proprietary content, and advanced technology to provide expert‐validated insights, automate workflows, and drive better outcomes.
Today,



nearly70%of our digital revenues come from AI‐powered solutions, reflecting our strategic focus on embedding AI into professional workflows and delivering measurable productivity gains.
We are committed to helping professionals navigate complexity, improve the way they work, and solve critical challenges through cloud‐based, AI‐powered platforms that integrate seamlessly into their workflows and ecosystems.
Our solutions are designed to deliver impact when it matters most, especially in high‐stakes environments where accuracy and trust are essential.
With a nearly190‐year legacy, Wolters Kluwer continues to evolve its portfolio of digital solutions and services to meet the changing needs of professionals worldwide, enabling them to work faster, make smarter decisions, and deliver better outcomes.
For more information about our solutions and organization, visitwww.wolterskluwer.com, or follow us on LinkedIn, Instagram and Facebook.
Wolters Kluwer has a dedicated team of experienced talent acquisition professionals who are ready to hear what makes you tick and share how Wolters Kluwer can help you achieve your goals and ambitions.
Here Rasi Fawaz shares some tips on what recruiters are looking for on a resume.
As a global organization, we recognize that solving a wide range of complex problems requires diverse perspectives and innovative thinking.
We know that bringing our best to our customers, communities, and other key stakeholders requires a highly engaged and talented workforce – one that represents the diversity of those we serve and the communities where we live and work.
We aim to provide a welcoming environment and equitable opportunities for all employees regardless of background, nationality, race, ethnicity, gender, gender identity, age, sexual orientation, marital status, disability, or religion.
This principle is ingrained in our company values and articulated in our Code of Business Ethics.
At Wolters Kluwer, you'll feel valued for your contributions, and you'll know that your health, safety, and well‐being are important to us.
Our well‐being advantages provide tools, programs, and resources to help our diverse employees feel healthy, happy, safe, and prosperous.
Our global Together we thrive well‐being program reflects our commitment to supporting colleagues across physical, mental, social, and financial well‐being.
That commitment has been recognized externally through Ragan's Top Places to Work for Employee Wellbeing: Large Organization in ****.
More recently, Wolters Kluwer was recognized by Forbes as one of America's Best Large Employers**** and America's Best Employers for Engineers****.
In****, Wolters Kluwer was also recognized by Forbes as one of America's Best Employers for Women.
To ensure we continue to drive innovation that enables us to develop products and services to best serve our customers, we cultivate a workplace culture rooted in mutual respect, bringing forward insights from a wide range of backgrounds, perspectives, and experiences.
We are also committed to complying with laws requiring equal opportunity in hiring, promotion, and other employment decisions.
All qualified applicants will receive consideration without regard to race, color, religion, sex (including pregnancy, gender identity, transgender status, and sexual orientation), national origin, disability, age, genetic information, veteran status, or any other characteristic protected by applicable law, and we do not tolerate discrimination on any of these bases.
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In this Privacy & Cookie Notice we explain what personal information we collect, use and disclose.
You'll find details related to GDPR and other data privacy policies on our Careers Privacy and Cookies page.
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📌 Customer Success Manager (Melbourne)
🏢 Wolters Kluwer
📍 Melbourne