Director of Customer Growth & Retention
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Job Location:
Manchester - UK
Monthly Salary:
Not Disclosed
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Onefile Ltd a Harris Computer company is seeking a Director of Customer Growth & 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.
This role is accountable for renewals expansion (upsell/cross-sell) churn reduction and NPS and leads our Account Management Renewals and Client Satisfaction functions.
This is a senior high-impact role for a SaaS leader who can balance commercial rigour with genuine customer advocacy and who thrives in scale-up environments where structure is still being built.
What Youll Do
Own and deliver commercial outcomes across:
Renewal rate
Net Revenue Retention (NRR)
Churn reduction
Upsell and expansion
NPS and customer advocacy
Lead and scale the Account Management Renewals Exec and Client Satisfaction teams
Build a high-performance commercially minded customer organisation
Design and implement clear account management and renewal strategies
Introduce scalable playbooks for:
Account planning
Expansion motions
Risk identification & churn prevention
Bids & Tender management
Partner with Sales on growth strategy and smooth handover from new business to account ownership
Partner with Product to represent the voice of the customer and influence roadmap priorities
Create executive relationships with key customers (FE colleges universities training providers employers public & private sector clients)
Define and report on key metrics: NRR churn expansion NPS customer health
Build a customer-first commercial culture across the business
What Were Looking For
Proven senior leadership experience in Account Management / Customer Success / Renewals in a B2B SaaS business
Track record of materially improving retention expansion and customer satisfaction
Strong commercial mindset with comfort owning revenue targets
Experience working with complex multi-stakeholder customers (education public sector regulated or services-heavy SaaS environments ideal)
Confident leader who can scale teams and introduce structure metrics and operating rhythm
Comfortable being based in our Manchester office with ability to travel to customer sites when required.
Strong cross-functional operator who can influence Sales Product and Exec peers
Comfortable in scale-up environments where things arent fully finished yet
What Success Looks Like (First 1218 Months)
Reduced churn and improved Net Revenue Retention
Clear renewal and expansion motion embedded across the team
Improved NPS and customer advocacy
Stronger enterprise and multi-year retention across FE HE training providers and public sector clients
A motivated high-performing Account Management and Renewals function
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 programs such as apprenticeships and has helped over 2.3M educators and learners achieve their goals.
Were a growing scale-up (12m ARR) with ambitious plans to reach 25m in the next 35 years. Learn more at:
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
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing 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.
