A growing SaaS organisation is seeking a Director of Customer Revenue & Retention to lead the commercial performance of its existing customer base and drive the next stage of significant growth. This is a full-time, permanent role based in Manchester with a hybrid working model.
This is a senior, high-impact leadership opportunity for a SaaS commercial leader who thrives on combining revenue discipline, operational excellence, and customer advocacy in a fast-moving scale-up environment where structure and systems are actively being shaped.
You are most likely on an upward trajectory in your career and whilst already operating at senior level demonstrating commercial acumen in the form of strategic sales and revenue management, you are looking to further challenge yourself and gain development exposure in a commercial, highly acquisitive environment part of a larger group.
You will lead the Account Management, Renewals, and Customer Success teams, uniting them into a high-performing, commercially driven function focused on both retention and growth. You will have full ownership of the P&L and lead a highly engaged team.
Main duties:
* Own commercial outcomes across the customer base, including NRR, renewals, churn reduction, upsell/cross-sell, customer lifetime value, and NPS
* Own the customer revenue P&L, including forecasting, revenue tracking, budget management, senior leadership reporting, and revenue governance across bookings, contracted, and recognised revenue
* Lead and scale Account Management, Renewals, and Customer Success into a high-performing, commercially accountable function
* Define and embed operating cadence across renewal and pipeline forecasting, expansion planning, revenue reviews, and customer health reporting
* Develop scalable playbooks for account planning, expansion and cross-sell, churn prevention, risk management, and bid/tender support
* Partner with Sales to ensure a seamless customer journey from acquisition through long-term retention and growth
* Partner with Product to represent the voice of the customer and influence roadmap priorities
* Build strong executive level relationships with key customers
YOU:
* 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
This is an opportunity to join a business where your work has visible, meaningful impact. The business is scaling quickly, which means you'll be part of shaping how the customer revenue function operates as it grows, with genuine scope to build structure, influence strategy, and make a measurable difference.
If you're looking for a role where you can take ownership, drive commercial performance, and play a key part in scaling a high-growth SaaS business, this is a chance to do exactly that in a supportive but ambitious environment.
Whilst this is hybrid, only candidates Northwest based will be considered.
Benefits:
* 25 days holiday, an additional 5 Personal Days leave entitlement plus bank holidays
* An annual Lifestyle Reward amounting £325 per annum
* Private medical and dental care
* Employee Share Ownership Plan and annual bonus
If you're someone who builds strong relationships naturally, communicates with clarity and confidence, and brings a professional yet approachable style plus you meet the set out criteria, we're keen to talk to you.
Success here comes from being commercially sharp, people-focused, and comfortable influencing across all levels of the business.
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