Customer Success Manager
Core
Own retention outcomes and protect recurring revenue for a portfolio of Wolters Kluwer customers by identifying churn risks, leading renewal negotiations, and developing recovery plans.
Role type
Senior Customer Success Manager (Retention & Revenue Protection)
Builds
Retention strategies, renewal pipelines, and long-term customer relationships
Domain
B2B SaaS / Professional Services (Legal, Tax, Accounting)
Required skills
Customer retention strategy, commercial negotiation, churn analysis, stakeholder management, data-driven account management, contract discussions, risk identification, cross-functional collaboration
Preferred skills
Experience in B2B SaaS or subscription environments, managing executive decision-makers, developing repeatable retention playbooks
Technologies
Customer health platforms, CRM, data analytics tools
Responsibilities
Proactively identify customers at risk of churn and develop targeted retention plans; Lead complex renewal and save conversations with key stakeholders; Analyze churn drivers and provide insights to internal teams; Manage retention forecasting and pipeline visibility; Partner with Sales, Product, and Support to remove barriers to retention; Build trusted relationships with senior customer executives
Seniority
Senior, hands-on IC