Retention Manager

Role Summary

We’re looking for a driven Retention Manager to join the Wolters Kluwer team. You are responsible for managing your own portfolio & generating revenue by closing national account sales and managing high-profile clients. You’ll work closely with marketing and sales to identify and convert qualified opportunities, contributing to our growth in the Tax and Legal space.

Responsibilities

• Own and manage a portfolio of customers throughout their lifecycle.

• Accountable for revenue performance across territory

• Develop trusted advisor relationships with key stakeholders.

• Drive product adoption through strategic success plans and regular business reviews.

• Identify and mitigate churn risks proactively.

• Partner with Sales to uncover expansion and upsell opportunities
   

Skills & Experience

• Strong relationship-building and stakeholder management skills.

• Proven ability to drive customer retention and expansion.

• Strategic thinking with a proactive, solutions-focused mindset.

• Data-driven approach to customer health and lifecycle management.

• Excellent communication and presentation skills.

• Ability to manage multiple accounts and priorities effectively.

• Experience with CRM (Salesforce)

• Strong problem-solving and conflict resolution capabilities.

• Collaborative mindset with cross-functional teams.

Ideal Background

• 3–5+ years in Customer Success, Account Management, or SaaS environment.

• Experience managing enterprise or mid-market accounts.

• Demonstrated success in reducing churn and driving account growth.

• Experience with Tax, Financial & Legal customers an advantage

• Monitor customer health metrics and usage data to identify trends.

• Conduct Quarterly Business Reviews (QBRs) and strategic check-ins.

• Collaborate with Product, Sales, and Marketing to advocate for customer needs.

• Contribute to the development of scalable customer success programs and playbooks.

• Maintain accurate CRM records and customer health reporting.

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.