Director of Customer Growth & Retention

Onefile Ltd, a Harris Computer company, is seeking a Director of Customer Growth & 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.

This role is accountable for renewals, expansion (upsell/cross-sell), churn reduction, and NPS, and leads our Account Management, Renewals, and Client Satisfaction functions.

This is a senior, high-impact role for a SaaS leader who can balance commercial rigour with genuine customer advocacy, and who thrives in scale-up environments where structure is still being built.
 

What You’ll Do

• Own and deliver commercial outcomes across:

  • Renewal rate

  • Net Revenue Retention (NRR)

  • Churn reduction

  • Upsell and expansion

  • NPS and customer advocacy

• Lead and scale the Account Management, Renewals Exec, and Client Satisfaction teams

• Build a high-performance, commercially minded customer organisation

• Design and implement clear account management and renewal strategies

• Introduce scalable playbooks for:

  • Account planning

  • Expansion motions

  • Risk identification & churn prevention

  • Bids & Tender management
     

• Partner with Sales on growth strategy and smooth handover from new business to account ownership

• Partner with Product to represent the voice of the customer and influence roadmap priorities

• Create executive relationships with key customers (FE colleges, universities, training providers, employers, public & private sector clients)

• Define and report on key metrics: NRR, churn, expansion, NPS, customer health

• Build a customer-first commercial culture across the business

What We’re Looking For

• Proven senior leadership experience in Account Management / Customer Success / Renewals in a B2B SaaS business

• Track record of materially improving retention, expansion, and customer satisfaction

• Strong commercial mindset with comfort owning revenue targets

• Experience working with complex, multi-stakeholder customers (education, public sector, regulated or services-heavy SaaS environments ideal)

• Confident leader who can scale teams and introduce structure, metrics, and operating rhythm

• Comfortable being based in our Manchester office, with ability to travel to customer sites when required.

• Strong cross-functional operator who can influence Sales, Product, and Exec peers

• Comfortable in scale-up environments where things aren’t fully “finished” yet

What Success Looks Like (First 12–18 Months)

• Reduced churn and improved Net Revenue Retention

• Clear renewal and expansion motion embedded across the team

• Improved NPS and customer advocacy

• Stronger enterprise and multi-year retention across FE, HE, training providers, and public sector clients

• A motivated, high-performing Account Management and Renewals function

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 programs, such as apprenticeships, and has helped over 2.3M educators and learners achieve their goals.

We’re a growing scale-up (£12m ARR) with ambitious plans to reach £25m in the next 3–5 years. Learn more at: https://onefile.co.uk

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

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.