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).
Lead and scale the Account Management, Renewals, and Customer Satisfaction teams, building a high-performance customer revenue organisation with strong commercial accountability.
Partner closely with Sales to ensure a seamless transition from new business acquisition to long-term customer ownership and with Product to represent the voice of the customer.
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)
Churn reduction
Upsell and cross-sell
Customer lifetime value growth
P&L management
Revenue forecasting
Nice-to-have
Customer advocacy
Scale-up environment experience
Customer-first commercial culture
Key Requirements
Senior leadership experience in B2B SaaS
Proven track record improving NRR and expansion revenue
Strong revenue management expertise
Experience owning and managing a P&L
Experience leading Account Management, Customer Success, or Renewals teams
Experience with complex, multi-stakeholder customers