Director of Customer Growth & Retention
$100,000–$130,000 year
Hybrid · Manchester, England, United Kingdom
Job Summary
Lead the commercial strategy for Onefile Ltd's existing customer base as the Director of Customer Growth & Retention, accountable for renewals, expansion, churn reduction, and customer satisfaction. Responsible for driving key metrics including Net Revenue Retention and NPS while managing high-performance teams in Account Management and Client Satisfaction. The ideal candidate will have extensive B2B SaaS experience, a proven record in improving customer retention and expansion, and the ability to navigate complex customer landscapes while fostering a customer-first culture.
Required Qualifications
- 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
- Experience working with complex, multi-stakeholder customers (education, public sector, regulated or services-heavy SaaS environments ideal)
- Comfortable being based in our Manchester office, with ability to travel to customer sites when required
Desired Qualifications
- Strong commercial mindset with comfort owning revenue targets
- Confident leader who can scale teams and introduce structure
- Strong cross-functional operator who can influence Sales, Product, and Exec peers
Additional Requirements
- Must be based in Manchester office
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