Director of Customer Growth & Retention

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 £10–13m 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 You’ll 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 We’re 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 aren’t fully “finished” yet

What Success Looks Like (First 12–18 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, trai...