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

• Expansion revenue

• Churn

• NPS

• Customer health indicators

• Champion a customer-first commercial culture across the business

What We’re Looking For

• 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

What Success Looks Like (First 12–18 Months)

• 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

Why Join Onefile?

Onefile is the leading learner management platform and pioneer of the first Eportfolio software. Onefile’s 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 programmes, including apprenticeships, and has helped over 2.3M educators and learners achieve their goals.

We are a growing £12m ARR scale-up, with ambitious plans to reach £25m ARR in the next 3–5 years.

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.