At a Glance
- Tasks: Lead customer success and retention strategies to enhance client satisfaction and drive revenue.
- Company: Join a thriving SaaS business making waves in public sector procurement.
- Benefits: Competitive salary, hybrid work, generous holiday, and performance bonuses.
- Other info: Be part of an inclusive team that values diverse perspectives and community impact.
- Why this job: Shape the future of customer experience in a fast-growing tech environment.
- Qualifications: Proven leadership in account management and retention within a SaaS context.
The predicted salary is between 80000 - 100000 £ per year.
Salary: c. £80,000 - £100,000 + discretionary bonus + commission OTE: £110,000 - £120,000
Location: Bath - hybrid, 2-3 days per week in office
Join one of the UK's leading Public Sector Procurement SaaS businesses in an Executive leadership role with ownership of customer success and retention. At Contracts Advance, we're helping organisations across the UK find and win public sector contracts. Since 2008, we've grown into a thriving SaaS business, with more than 3,000 organisations using our software and services to discover and secure contracts. With circa 35% year-on-year growth for the past five years, ambitious plans and a team of talented, driven individuals, we're creating an environment where people can build meaningful careers, make a genuine impact and grow with the business.
Your Impact:
- As a Customer Success and Retention Director at Contracts Advance, you'll take full ownership of the end-to-end performance of our Customer Success and Retention department, with accountability for retention, renewals revenue, customer engagement, usage performance and the operational delivery of the CA customer journey.
- Reporting to the Board and operating as part of the Executive Management Team, you'll work closely with fellow Directors, Product, Technology, Sales and Marketing, Finance and business support functions to strengthen the customer experience, improve retention and support the wider growth ambitions of the business.
If you're motivated by leading teams, improving customer outcomes and driving recurring revenue performance in a fast-growth SaaS environment, this is an exciting time to join us.
Day to day you will:
- Own and deliver retention and usage targets, including Gross Renewal Rate (GRR), Net Renewal Rate (NRR) and application usage performance.
- Lead the Customer Success and Retention department, ensuring the team delivers a consistent, high-quality customer journey from handover through to renewal and long-term growth.
- Take accountability for renewals revenue performance, forecasting, reporting and customer health insight.
- Drive strong account management, renewals processes, CRM hygiene, governance and operational discipline across the department.
- Lead, coach and develop Customer Success Account Managers, strengthening leadership capability, performance management, capacity planning and succession.
- Oversee key strategic accounts, supporting retention, advocacy and long-term customer value.
- Analyse customer, usage and performance data to identify trends, risks and opportunities to improve retention across all customer types.
- Work closely with Product, Technology, the Executive Team to influence the Product Roadmap, strengthen the value-add proposition and ensure the Contracts Advance platform remains market-leading.
- Use wider service lines, advisory insight and customer feedback to enhance the customer proposition and create additional value for customers.
- Manage people-related matters where required, working closely with HR to support effective leadership, performance management and team development.
- Contribute fully at Executive Team level, providing clear reporting, risk updates and progress insight to the Board.
Essential Experience:
- Proven experience leading account management and retention-led teams at a senior level, ideally within a SaaS environment.
- Developing departmental strategies to complement the overall business strategy.
- Exposure to Product, data or technical teams.
- Strong track record of delivering retention and revenue targets.
- Commercially astute, with strong analytical, forecasting and reporting capability.
- Excellent leadership, communication and stakeholder management skills.
- Experience driving process improvement, governance and operational efficiency.
- Ability to lead cross-functional teams and manage reporting structures.
- Demonstrable experience using wider service lines to drive a stronger value-add proposition.
Desirable Experience:
- Experience bidding for and winning public sector work, with a strong understanding of public sector procurement processes.
Life at Contracts Advance:
- As well as the opportunity to shape a significant part of the business, you'll be joining an ambitious, growing and market-leading organisation where your leadership will directly influence customer outcomes, team performance and the next phase of CA’s growth.
- Hybrid working
- 25 days holiday plus bank holidays
- Extra day off to celebrate your birthday
- Annual Executive Discretionary Bonus
- Commission and bonus structure linked to monthly team performance against GRR, NRR and application usage targets
- NEST pension scheme
- Private Healthcare through Aviva
- Cycle to work scheme
- Bi-annual company strategy and social days at The Ivy
- Company Christmas Celebrations
- Giving back to our local community through our charity partnership with Mind
Sound Like Your Next Challenge?
If you're an experienced customer success and retention leader who wants to be part of the Executive Management team, take ownership of a high-impact function, build scalable ways of working and help shape the future of a growing SaaS business, we'd love to hear from you.
Recruitment Statement:
Contracts Advance is an equal opportunities employer and is committed to meeting its responsibilities under the Equality Act 2010. We value the diverse experiences, perspectives and talents that every individual brings to our business and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from all backgrounds and will ensure that all candidates are treated fairly throughout the recruitment process.
Customer Success & Retention Director employer: Contracts Advance
Contracts Advance in Bath is an exceptional employer that prioritises employee growth and development within a dynamic SaaS environment. With a strong focus on collaboration across departments, you will thrive in a culture that values innovation and customer-centricity, while enjoying competitive benefits and opportunities for career advancement in a vibrant city known for its rich history and community spirit.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Retention Director
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Contracts Advance. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Contracts Advance before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success & Retention Director
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Contracts Advance:Your cover letter is your chance to shine! Tell us why you want to work at Contracts Advance specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Contracts Advance!
How to prepare for a job interview at Contracts Advance
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
