Customer Success & Retention Director

Job Title:
Customer Success and Retention Director

Salary: c. £80,000 - £100,000 + discretionary bonus + commission

OTE: £110,000 - £120,000

Location:
Bath - hybrid, 2-3 days per week in office

Join one of the UK's leading Public Sector Procurement SaaS businesses in an Executive leadership role with ownership of customer success and retention.

At Contracts Advance, we're helping organisations across the UK find and win public sector contracts. Since 2008, we've grown into a thriving SaaS business, with more than 3,000 organisations using our software and services to discover and secure contracts.

With circa 35% year-on-year growth for the past five years, ambitious plans and a team of talented, driven individuals, we're creating an environment where people can build meaningful careers, make a genuine impact and grow with the business.

Your Impact:

As a Customer Success and Retention Director at Contracts Advance, you'll take full ownership of the end-to-end performance of our Customer Success and Retention department, with accountability for retention, renewals revenue, customer engagement, usage performance and the operational delivery of the CA customer journey.

Reporting to the Board and operating as part of the Executive Management Team, you'll work closely with fellow Directors, Product, Technology, Sales and Marketing, Finance and business support functions to strengthen the customer experience, improve retention and support the wider growth ambitions of the business.

If you're motivated by leading teams, improving customer outcomes and driving recurring revenue performance in a fast-growth SaaS environment, this is an exciting time to join us.

Day to day you will:

• Own and deliver retention and usage targets, including Gross Renewal Rate (GRR), Net Renewal Rate (NRR) and application usage performance.
• Lead the Customer Success and Retention department, ensuring the team delivers a consistent, high-quality customer journey from handover through to renewal and long-term growth.
• Take accountability for renewals revenue performance, forecasting, reporting and customer health insight.
• Drive strong account management, renewals processes, CRM hygiene, governance and operational discipline across the department.
• Lead, coach and develop Customer Success Account Managers, strengthening leadership capability, performance management, capacity planning and succession.
• Oversee key strategic accounts, supporting retention, advocacy and long-term customer value.
• Analyse customer, usage and performance data to identify trends, risks and opportunities to improve retention across all customer types.
• Work closely with Product, Technology, the Executive Team to influence the Product Roadmap, strengthen the value-add proposition and ensure the Contracts Advance platform remains market-leading.
• Use wider service lines, advisory insight and customer feedback to enhance the customer proposition and create additional value for customers.
• Manage people-related matters where required, working closely with HR to support effective leadership, performance management and team development.
• Contribute fully at Executive Team level, providing clear reporting, risk updates and progress insight to the Board.

Essential Experience:

• Proven experience leading account management and retention-led teams at a senior level, ideally within a SaaS environment.
• Developing departmental strategies to compliment the overall business strategy
• Exposure to Product, data or technical teams.
• Strong track record of delivering retention and revenue targets.
• Commercially astute, with strong analytical, forecasting and reporting capability.
• Excellent leadership, communication and stakeholder management skills.
• Experience driving process improvement, governance and operational efficiency.
• Ability to lead cross-functional teams and manage reporting structures.
• Demonstrable experience using wider service lines to drive a stronger value-add proposition.

Desirable Experience:

• Experience bidding for and winning public sector work, with a strong understanding of public sector procurement processes.

Life at Contracts Advance:

As well as the opportunity to shape a significant part of the business, you'll be joining an ambitious, growing and market-leading organisation where your leadership will directly influence customer outcomes, team performance and the next phase of CA’s growth.

• Hybrid working
• 25 days holiday plus bank holidays
• Extra day off to celebrate your birthday
• Annual Executive Discretionary Bonus
• Commission and bonus structure linked to monthly team performance against GRR, NRR and application usage targets
• NEST pension scheme
• Private Healthcare through Aviva
• Cycle to work scheme
• Bi-annual company strategy and social days at The Ivy
• Company Christmas Celebrations
• Giving back to our local community through our charity partnership with Mind Bath

Sound Like Your Next Challenge?

If you're an experienced customer success and retention leader who wants to be part of the Executive Management team, take…