Director of Customer Growth & Retention

Job description

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: P...