Senior Sales Business Retention Representative | Libra AI Assistant

As a Senior Sales Business Retention Representative for our AI Assistant product Libra, you will be working in our Legal & Regulatory division where we help legal and compliance professionals enhance productivity, mitigate risk, and solve complex problems confidently.

At Libra, we’re transforming how lawyers work. Our AI platform combines deep legal reasoning with cutting-edge generative technology, fundamentally changing how lawyers research, draft, and deliver legal work.

About the role

The Senior Sales Business Retention Representative is responsible for safeguarding and growing Libra's existing customer base in Europe, with a primary focus on Non-DACH accounts. Together with two colleagues within the Libra organization, you will focus on driving license renewals, reducing churn, increasing product adoption, and leading Quarterly Business Reviews (QBRs) with key accounts.

You will report to the Libra Sales Director Europe and collaborate closely with local sales and Legal Engineering teams, and the management of Libra. Together, you’ll foster a culture of performance, agility, and customer-centricity — laying the foundation for sustainable growth across the region.

What you’ll do

Retention & Churn Management

• Own and manage the renewal pipeline for top-tier accounts; proactively identify at-risk customers and develop mitigation plans to achieve churn targets.

Customer Adoption

• Drive structured adoption programmes across the customer base, ensuring customers realise full value from the Libra platform and related services.

Account Leadership

• Serve as the senior point of contact for strategic accounts; conduct regular QBRs and develop long-term account plans aligned with customer goals.

Reporting & Forecasting

• Maintain accurate reporting on churn rate, NRR, adoption metrics, and renewal forecasts; present progress to senior management on a regular basis.

Process & Contracting

• Ensure customer contracts are up to date and reflect current service agreements, including any professional services components.

What you’ll bring

Experience

• 5+ years of experience in Customer Success, Account Management, or a retention-focused commercial role within a B2B SaaS or legal-tech environment
• Demonstrated track record of managing and growing enterprise accounts with a focus on retention and adoption
• Familiarity with legal technology, document automation, or the legal industry is a strong advantage
• Proficient in CRM tools (e.g. Salesforce) and customer success platforms
• Fluent in Dutch and English; German language skills are a plus.

Personal Competencies

• Customer-first mindset with strong commercial acumen
• Structured and data-driven approach to account planning
• Confident communicator and relationship builder at C-level
• Collaborative team player with cross-functional influence
• Resilient and proactive — comfortable navigating complex, multi-stakeholder environments

What Do We Offer?

In addition to a compensation and benefits package in line with the market, we also offer the following:

• Commission scheme.
• Personal choice budget.
• Home office allowance.
• Commuting allowance.
• A flexible, hybrid work setup in which we work twice a week at the office.
• An engaged, diverse, and quality-driven team.
• Wolters Kluwer invests continuously in the growth and competencies of its employees by giving them many opportunities to develop.