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)
Job Summary
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.
Benefits Harris offers an extremely competitive UK employee benefits programme.
Matching Summary
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).
Skills & Requirements
Must-have
Net Revenue Retention (NRR)
customer revenue P&L ownership
lead Account Management teams
revenue forecasting and reporting
customer satisfaction (NPS)
Nice-to-have
customer advocacy
scale-up environment experience
cross-functional operator
customer-first commercial culture
Key Requirements
senior leadership experience in SaaS
proven track record improving NRR
strong revenue management expertise
experience owning a P&L
experience leading customer-facing teams
experience with complex multi-stakeholder customers