Director Customer Revenue & Retention

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 £10–13m 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.

Own and deliver commercial outcomes across the existing customer base including:

• Net Revenue Retention (NRR)
• Renewal rates
• Churn reduction
• Upsell and cross-sell
• Net Promoter Score (NPS) and customer advocacy

• Monthly revenue forecasting
• 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.

• Lead and scale the Account Management, Renewals, and Customer Satisfaction teams
• Build a high-performance customer revenue organisation with strong commercial accountability
• Pipeline and renewal forecasting
• Expansion planning

• Strategic account planning
• Expansion and cross-sell motions
• Risk identification and churn prevention
• Support with bids and tender management

• 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

• FE Colleges
• Universities
• Training providers
• Employers
• Public and private sector organisations

• Net Revenue Retention
• Expansion revenue
• Churn
• NPS
• Customer health indicators
• Champion a customer‑first commercial culture across the business

• 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

• 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

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