{"id":3049746,"url":"https://alion.io/job/wolters-kluwer-retention-manager","title":"Retention Manager","company":{"id":2555,"name":"Wolters Kluwer","domain":"wolterskluwer.com","url":"https://alion.io/company/wolters-kluwer","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":73,"ghost_share":0.027,"stale_share":0.671,"repost_share":0.055,"time_to_fill_p50_days":33,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Melbourne, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":36000,"max_usd":74000,"period":"year","method":"role_country_seniority_unknown","sample_n":57},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-22T02:01:45Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T10:09:59Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"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.\nThis 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.\nThe 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.\nKey Responsibilities\nCustomer Retention & Revenue Protection\nOwn retention outcomes across an assigned portfolio of Wolters Kluwer customers.\nProactively identify customers displaying churn or non-renewal risk and develop targeted retention plans.\nLead customer conversations focused on understanding concerns, resolving barriers and reinforcing business value.\nManage complex retention and renewal negotiations with key customer stakeholders.\nDevelop appropriate commercial strategies to retain customers while balancing customer needs, revenue and long-term account value.\nTrack reasons for churn and identify recurring themes that can be addressed across the broader business.\nCustomer Engagement & Relationship Management\nBuild trusted relationships with customer stakeholders, including senior and executive decision-makers.\nUnderstand customers' business priorities, challenges and changing requirements.\nConduct proactive engagement with customers ahead of critical renewal periods.\nPartner closely with Customer Success Managers and Account Managers to develop strategies for high-risk and strategically important accounts.\nAct as an escalation point for customers where additional commercial or relationship intervention is required.\nRetention Strategy & Insights\nUse customer health, product usage, engagement, renewal and commercial information to identify potential retention risks.\nDevelop segmentation and intervention strategies based on customer value and risk.\nAnalyse churn drivers and provide actionable insights to Sales, Customer Success, Product and leadership teams.\nHelp develop repeatable retention playbooks, processes and customer engagement strategies.\nMaintain accurate retention forecasting, pipeline visibility and reporting.\nCross-functional Collaboration\nWork closely with Customer Success, Sales, Renewals, Product, Support and Finance to remove barriers affecting customer retention.\nBring the voice of the customer back into the organisation and identify improvement opportunities.\nSupport initiatives that improve adoption, customer experience and long-term customer value.\nEnsure clear ownership and execution of action plans for customers at risk.\nAbout You\nWe are looking for someone who brings:\nProven experience in Customer Success, Account Management, Renewals, Retention or Strategic Account Management, ideally within a B2B SaaS or subscription-based environment.\nStrong experience managing customer retention and renewal conversations.\nCommercial capability, including contract discussions, negotiation and protecting recurring revenue.\nDemonstrated ability to identify customer risk and develop effective retention strategies.\nStrong stakeholder management skills and confidence engaging senior customer decision-makers.\nExperience using customer and commercial data to prioritise accounts and drive action.\nExcellent communication, influencing and problem-solving skills.\nAbility to work across Sales, Customer Success, Product, Support and other internal stakeholders.\nA proactive mindset with the ability to manage multiple customer situations at different stages of the retention lifecycle.\nOur Values\nWolters 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.\nWe pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.\nCulture and Benefits\nWe care for our people and a part of that we offer:\nFlexible Working Arrangement - Work from Anywhere and Hybrid Working (promoting work life balance)\nLearning and Development opportunities\nAccess to health and wellness programs\nParental leave benefits that exceed legislative requirements\nThe opportunity to work within a global organization with experienced leaders\nYou can learn more about what we do by visiting our:\nWebsite : Wolters Kluwer Australia | Wolters Kluwer\nMeet the People:How the People of Wolters Kluwer Strive to Be The Difference | Wolters Kluwer\nOur Interview Practices\nTo 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.\nOur Interview Practices\nTo 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.\nApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.","description_format":"text","description_chars":6526,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work","Parental leave","Wellness"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Clinical Decision Support","Accounting & Tax Software","Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-22T02:01:45Z"}],"visa":[],"liveness":{"score":62,"band":"ok","label":"Likely open","p_open":1,"p_active":0.619,"p_room":1,"age_days":6,"expected_fill_days":33,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/wolters-kluwer-retention-manager","json_url":"https://alion.io/job/wolters-kluwer-retention-manager.json","meta":{"generated_at":"2026-10-28T13:34:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18314,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2555},"rest":"https://alion.io/mcp/rest/get_company?id=2555"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwolters-kluwer-retention-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwolters-kluwer-retention-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwolters-kluwer-retention-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wolters-kluwer-retention-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwolters-kluwer-retention-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3049746}},{"tool":"search_jobs","arguments":{"company":"wolterskluwer.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3049746},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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