About the job

Director of Customer Revenue & Retention Manchester (Hybrid) 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 Establish clear revenue management discipline, including the ability to distinguish between bookings, contracted revenue, and recognised revenue and ensure accurate reporting across the organisation. Leadership & Organisation Development 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 Introduce scalable playbooks for: Strategic account planning Expansion and cross-sell motions Risk identification and churn prevention Support with bids and tender management Cross-Functional Leadership 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 Define and report on key performance metrics including: Net Revenue Retention Gross retention Expansion revenue Churn NPS Customer health indicators Champion a customer-first commercial culture across the business What We’re Looking For 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 What Success Looks Like (First 12–18 Months) 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 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 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 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. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work. Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status. Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.