Retention Manager
Core
Own retention outcomes and protect recurring revenue for an assigned portfolio of Wolters Kluwer customers by identifying churn risks, leading renewal negotiations, and developing recovery plans.
Role type
Senior IC retention manager (B2B SaaS/subscription)
Builds
Retention strategies, renewal pipelines, and customer engagement playbooks
Domain
Professional services / Legal & Tax / B2B SaaS
Deliverable
client delivery
Required skills
Customer retention strategy, commercial negotiation, churn analysis, stakeholder management, account management, data-driven prioritization, cross-functional collaboration
Preferred skills
Experience in B2B SaaS or subscription environments, managing executive-level stakeholders, developing repeatable retention processes
Technologies
Customer health platforms, CRM systems, 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; Partner with Customer Success and Sales to manage high-risk accounts; Maintain accurate retention forecasting and reporting; Act as an escalation point for critical customer issues