Head of Customer Growth

The Head of Customer Growth is a senior commercial role responsible for driving revenue growth from AURA’s existing customer base. The role is focused on deepening relationships, increasing product and service penetration, and maximising long-term customer value. This is not a new business sales role. The emphasis is on understanding customers’ organisations in depth and systematically expanding AURA’s footprint across all relevant parts of their business. The role will manage a defined portfolio of approximately 100 customers and will lead a team of two customer growth professionals. The role holder will be accountable for upsell performance, customer retention, and the execution of structured account growth plans.

Key Objectives

• Grow revenue from existing customers through structured upselling and cross-selling.
• Increase product and service penetration across customer organisations.
• Strengthen customer retention by building long-term, value-based relationships.
• Position AURA as a strategic partner rather than a transactional supplier.
• Build a repeatable, disciplined approach to customer growth across the business.

Key Responsibilities

• Customer Growth & Revenue Generation
  • Own revenue growth across a portfolio of approximately 100 existing customers.
  • Develop and execute clear, commercially focused account growth plans.
  • Generate case studies with measurable KPI’s aligned to MEDDPIC methodology for use in marketing and new business development.
  • Identify and convert upsell and cross-sell opportunities across all AURA services.
  • Proactively review customer usage to identify under-penetration and growth gaps.
  • Maintain a robust and realistic upsell pipeline, with clear forecasting and reporting.
  • Support contract renewal cycles with a clear focus on annual uplifts, expansion and value creation.
  • Lead UK customer product management requirements and deployments including supporting the creation of product collateral, release notes and training materials.
• Relationship Management & Retention
  • Build strong, trusted relationships with key decision makers and stakeholders.
  • Develop a detailed understanding of each customer’s business structure, risks, and priorities.
  • Anticipate customer needs and introduce relevant solutions at the right time.
  • Retain customers by ensuring AURA delivers clear, ongoing value.
  • Manage and mitigate churn risk through early intervention and engagement.
• Account Strategy & Business Penetration
  • Map each customer’s organisation, sites, and service requirements.
  • Identify where AURA is already embedded and where opportunities exist to expand.
  • Drive adoption of additional services into new departments, locations, or business units.
  • Challenge customers constructively where solutions are fragmented or sub-optimal.
  • Ensure pricing and commercial terms reflect value delivered and margin expectations.
• Team Leadership & Development
  • Line manage two customer growth team members.
  • Set clear objectives, priorities, and performance expectations.
  • Coach and support the team in commercial conversations and value-led selling.
  • Embed a consistent, professional approach to account management and growth.
  • Monitor individual and team performance against agreed KPIs.
• Internal Collaboration & Governance
  • Work closely with Operations, Product, Finance, Marketing, and Senior Sales leadership.
  • Ensure upsell activity is operationally deliverable and commercially viable.
  • Provide structured feedback from customers to inform product and service development.
  • Maintain accurate CRM records, reporting, and customer documentation.

Measures of Success

• Increased average revenue per customer.
• Improved product and service penetration across the customer base.
• Delivery of agreed upsell and expansion revenue targets.
• Strong customer retention and renewal rates.
• High-quality account plans and forecasting accuracy.

Experience & Skills

• Demonstrable experience of growing revenue within an existing customer base.
• Strong background in relationship-led account management or customer growth roles.
• Proven ability to upsell and cross-sell services into established accounts.
• Experience managing and developing customer or commercial team members.
• Commercially confident, with strong negotiation and influencing skills.
• Able to manage multiple complex accounts in a structured and disciplined way.
• Strong data analysis and excel skills.
• Great presentation skills and comfortable engaging with multiple stakeholders from junior to senior levels.
• Good CRM governance and reporting skills.
• Exposure to product development, products requirements gathering, and product marketing.
• Experience within the security industry or a B2B technology business.
• Experience working with long-term contracts, renewals, and SaaS software solutions.
• Familiarity with multi-site or national customer accounts.

Personal Attributes

• Commercially driven and results focused.
• Confident challenging customers in a professional and constructive way.
• Structured, organised, and comfortable working to targets.
• Strong ownership mindset with a bias toward action.
• Clear communicator who builds credibility quickly with senior stakeholders.