Director of Customer Revenue & Retention
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Director of Customer Revenue & Retention
Manchester (Hybrid)
Onefile Ltd a Harris Computer company is seeking a Director of Customer Revenue & Retention to serve as the commercial lead for our existing customer base and drive the next 1013m phase of growth. This is a full-time permanent opportunity operating on a hybrid working model based in Manchester with the expectancy of being office based for 3 days per week.
This role owns the revenue performance of the customer base including Net Revenue Retention (NRR) renewals expansion (upsell/cross-sell) churn reduction and customer satisfaction (NPS).
The Director will lead our Account Management Renewals and Customer Satisfaction teams while also owning the customer revenue department P&L including monthly forecasting revenue reporting and performance management.
This is a senior high-impact role for a SaaS commercial leader who can combine revenue discipline operational rigour and customer advocacy in a scale-up environment where systems and processes continue to evolve.
What Youll Do
Commercial Ownership
Own and deliver commercial outcomes across the existing customer base including:
Net Revenue Retention (NRR)
Renewal rates
Churn reduction
Upsell and cross-sell
Customer lifetime value growth
Net Promoter Score (NPS) and customer advocacy
Own and manage the customer revenue and department P&L including:
Monthly revenue forecasting
Revenue performance tracking
Budget management
Commercial performance reporting to senior leadership
Establish clear revenue management discipline including the ability to distinguish between bookings contracted revenue and recognised revenue and ensure accurate reporting across the organisation.
Leadership & Organisation Development
Lead and scale the Account Management Renewals and Customer Satisfaction teams
Build a high-performance customer revenue organisation with strong commercial accountability
Define operating cadence including:
Pipeline and renewal forecasting
Expansion planning
Revenue performance reviews
Customer health reporting
Introduce scalable playbooks for:
Strategic account planning
Expansion and cross-sell motions
Risk identification and churn prevention
Support with bids and tender management
Cross-Functional Leadership
Partner closely with Sales to ensure a seamless transition from new business acquisition to long-term customer ownership
Partner with Product to represent the voice of the customer and influence roadmap priorities
Build strong executive-level relationships with key customers including:
FE Colleges
Universities
Training providers
Employers
Public and private sector organisations
Define and report on key performance metrics including:
Net Revenue Retention
Gross retention
Expansion revenue
Churn
NPS
Customer health indicators
Champion a customer-first commercial culture across the business
What Were Looking For
Proven senior leadership experience managing customer revenue functions within a B2B SaaS organisation
Demonstrable track record of improving Net Revenue Retention expansion revenue and customer satisfaction
Strong revenue management expertise including clear understanding of bookings vs revenue recognition.
Experience owning and managing a P&L including forecasting budgeting and financial reporting
Experience leading Account Management Customer Success or Renewals teams
Strong commercial mindset with experience delivering against sales & revenue targets
Experience working with complex multi-stakeholder customers (education public sector regulated environments or services-heavy SaaS ideal)
Confident leader able to scale teams introduce operating structure and drive commercial accountability
Strong cross-functional operator able to influence Sales Product Finance and Senior leadership
Comfortable working in scale-up environments where processes are evolving
Able to work from our Manchester office on a hybrid basis with travel to customer sites as required
What Success Looks Like (First 1218 Months)
Improved Net Revenue Retention and expansion revenue
Reduced customer churn across the portfolio
A structured and predictable renewal and expansion operating model
Stronger enterprise retention and multi-year agreements
Improved customer satisfaction and NPS
A high-performing commercially disciplined Account Management and Renewals
Why Join Onefile
Onefile is the leading learner management platform and pioneer of the first Eportfolio software. Onefiles platform streamlines workflows unlocks funding and enables education and training providers to achieve higher learner success rates at pace and at scale.
With award-winning software and outstanding service Onefile is trusted by 650 public and private organisations to support a wide range of qualification programmes including apprenticeships and has helped over 2.3M educators and learners achieve their goals.
We are a growing 12m ARR scale-up with ambitious plans to reach 25m ARR in the next 35 years.
Benefits
Harris offers an extremely competitive UK employee benefits programme.
25 days holiday
5 Personal Days leave entitlement
An annual Lifestyle Reward amounting 325 per annum/pro rata.
Private medical and dental care
Employee Share Ownership Plan
Supporting your application
Our recruitment process will comprise of interviews and at times a written exercise an assessment day and/or a presentation. As an equal opportunities employer we want to make sure we do all we can to make this a positive experience for you. When applying please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.
Required Experience:
Director
Key Skills
About Company
Harris is an acquirer of software businesses. Our focus is to acquire businesses with growth potential, manage them well and build them for the future.
