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:
1. Net Revenue Retention (NRR)
2. Renewal rates
3. Churn reduction
4. Upsell and cross-sell
5. Customer lifetime value growth
6. Net Promoter Score (NPS) and customer advocacy
Own and manage the customer revenue and department P&L, including:
7. Monthly revenue forecasting
8. Revenue performance tracking
9. Budget management
10. Commercial performance reporting to senior leadership
11. 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
12. Lead and scale the Account Management, Renewals, and Customer Satisfaction teams
13. Build a high-performance customer revenue organisation with strong commercial accountability
Define operating cadence including:
14. Pipeline and renewal forecasting
15. Expansion planning
16. Revenue performance reviews
17. Customer health reporting
Introduce scalable playbooks for:
18. Strategic account planning
19. Expansion and cross-sell motions
20. Risk identification and churn prevention
21. Support with bids and tender management
Cross-Functional Leadership
22. Partner closely with Sales to ensure a seamless transition from new business acquisition to long-term customer ownership
23. Partner with Product to represent the voice of the customer and influence roadmap priorities
Build strong executive-level relationships with key customers, including:
24. FE Colleges
25. Universities
26. Training providers
27. Employers
28. Public and private sector organisations
Define and report on key performance metrics including:
29. Net Revenue Retention
30. Gross retention
31. Expansion revenue
32. Churn
33. NPS
34. Customer health indicators
35. Champion a customer-first commercial culture across the business
What We’re Looking For
36. Proven senior leadership experience managing customer revenue functions within a B2B SaaS organisation
37. Demonstrable track record of improving Net Revenue Retention, expansion revenue, and customer satisfaction
38. Strong revenue management expertise, including clear understanding of bookings vs revenue recognition.
39. Experience owning and managing a P&L, including forecasting, budgeting, and financial reporting
40. Experience leading Account Management, Customer Success, or Renewals teams
41. Strong commercial mindset with experience delivering against sales & revenue targets
42. Experience working with complex, multi-stakeholder customers (education, public sector, regulated environments or services-heavy SaaS ideal)
43. Confident leader able to scale teams, introduce operating structure, and drive commercial accountability
44. Strong cross-functional operator able to influence Sales, Product, Finance, and Senior leadership
45. Comfortable working in scale-up environments where processes are evolving
46. 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)
47. Improved Net Revenue Retention and expansion revenue
48. Reduced customer churn across the portfolio
49. A structured and predictable renewal and expansion operating model
50. Stronger enterprise retention and multi-year agreements
51. Improved customer satisfaction and NPS
52. 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.
53. 25 days holiday
54. 5 Personal Days leave entitlement
55. An annual Lifestyle Reward amounting £325 per annum/pro rata.
56. Private medical and dental care
57. 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.