Retention Manager (B2B SaaS)

Location: Melbourne, Australia; hybrid working with 8 office days per month.

Company

hirify.global is a global organization providing subscription-based solutions and supporting customers through software and related services.

What you will do

• Own retention outcomes across an assigned customer portfolio and protect recurring revenue.
• Identify churn and non-renewal risks, develop targeted retention plans, and lead customer save and renewal conversations.
• Manage complex commercial negotiations while balancing customer needs, revenue, and long-term account value.
• Build relationships with customer stakeholders, including senior and executive decision-makers, and act as an escalation point when additional intervention is required.
• Use customer health, product usage, engagement, renewal, and commercial data to segment accounts, forecast retention, and identify risks.
• Partner with Customer Success, Sales, Renewals, Product, Support, and Finance to improve adoption, customer experience, and long-term customer value.

Requirements

• Proven experience in Customer Success, Account Management, Renewals, Retention, or Strategic Account Management, ideally in 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.
• 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.
• Proactive mindset with the ability to manage multiple customer situations at different stages of the retention lifecycle.

Culture & Benefits

• Inclusive, accessible culture focused on inclusion, diversity, and flexible working arrangements.
• Work-from-anywhere and hybrid working options supporting work-life balance.
• Learning and development opportunities.
• Health and wellness programs.
• Parental leave benefits exceeding legislative requirements.
• Opportunity to work within a global organization with experienced leaders.

Hiring process

• Interviews assess individual skills, experience, and communication style without AI tools or external prompts.
• In-person interviews are included; applicants may be required to appear onsite at a hirify.global office.