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- Tasks: Lead customer revenue strategies and drive growth in a dynamic SaaS environment.
- Company: Join Onefile, a pioneering learner management platform with ambitious growth plans.
- Benefits: Enjoy 25 days holiday, private medical care, and an annual lifestyle reward.
- Other info: Hybrid working model with opportunities for professional development.
- Why this job: Make a real impact on customer satisfaction and revenue in a high-growth company.
- Qualifications: Proven leadership in B2B SaaS with strong revenue management skills.
The predicted salary is between 80000 - 100000 £ per year.
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
- 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
- Strategic account planning
- Expansion and cross-sell motions
- Risk identification and churn prevention
- Support with bids and tender management
- 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
- Net Revenue Retention
- Gross retention
- Expansion revenue
- Churn
- NPS
- Customer health indicators
- 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
- 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
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
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.
Director of Customer Revenue & Retention in Manchester employer: Harris
Contact Detail:
Harris Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Customer Revenue & Retention in Manchester
✨Tip Number 1
Network like a pro! Reach out to current employees at Onefile or in similar roles on LinkedIn. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by knowing your numbers. Brush up on metrics like Net Revenue Retention and churn rates, as these will be key talking points for a role focused on customer revenue.
✨Tip Number 3
Showcase your leadership style! Be ready to discuss how you've built high-performing teams in the past. Onefile is looking for someone who can scale operations and drive accountability.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Onefile team.
We think you need these skills to ace Director of Customer Revenue & Retention in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer revenue and retention. We want to see how your skills align with the role, so don’t hold back on showcasing your achievements!
Show Your Numbers: When discussing your past roles, include specific metrics that demonstrate your success in improving Net Revenue Retention or reducing churn. We love seeing hard data that backs up your claims!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can lead with a customer-first mindset, so share your passion for customer satisfaction and how you’ve championed it in previous roles.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Onefile!
How to prepare for a job interview at Harris
✨Know Your Numbers
As a candidate for the Director of Customer Revenue & Retention, you need to be well-versed in key metrics like Net Revenue Retention and customer satisfaction scores. Brush up on your understanding of how these figures are calculated and their impact on the business. Be ready to discuss specific examples from your past experience where you've improved these metrics.
✨Showcase Leadership Skills
This role requires strong leadership capabilities, so prepare to share your experiences leading teams in a SaaS environment. Think about times when you successfully scaled a team or introduced new processes that improved performance. Highlight your ability to foster a customer-first culture and how you've influenced cross-functional teams.
✨Understand the Business Model
Familiarise yourself with Onefile's business model and the SaaS landscape. Be prepared to discuss how you would manage P&L and revenue forecasting. Show that you understand the difference between bookings, contracted revenue, and recognised revenue, and how this knowledge can drive better decision-making.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think through potential challenges related to churn reduction or upselling and cross-selling strategies. Prepare structured responses that demonstrate your analytical approach and how you would implement solutions in a real-world context.