Director of 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.

What You’ll 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


* ...