Contract Performance & Retention Lead (Hybrid)

We Are Adam; Manchester; Hybrid; GBP 100,000 - 110,000; Full time

Job summary

We Are Adam is seeking a hands-on Contract Performance Lead to bridge delivery and account growth. You will champion contractual obligations, empower a small customer performance team, and uphold high standards across internal stakeholders to safeguard retention and drive opportunities.

The role oversees the complete contract lifecycle, from onboarding through renewals, with focus on SLA/KPI governance and proactive risk management.

Qualifications

• Proven background in contract management, service delivery or customer success in IT services.
• Experience with SLAs, KPIs, governance and customer retention.
• Demonstrated people management of customer-facing teams.
• Strong commercial acumen and ability to interpret contract language.
• Data-driven mindset with dashboards and performance reports.

Responsibilities

• Lead the contract lifecycle from onboarding to renewals and amendments.
• Maintain a central register of SLAs, KPIs and deliverables.
• Collaborate with Commercial and Legal during negotiations and renewals.
• Monitor and report SLA/KPI delivery to leadership and clients.
• Challenge cross-functional teams when commitments are at risk.
• Act as internal delivery conscience to uphold performance standards.
• Own retention strategies to reduce churn and non-renewals.
• Identify at-risk accounts early and drive recovery plans.
• Capture lessons learned and feed improvements into delivery and planning.
• Leverage reliable delivery to create growth opportunities.
• Coach the team to identify unmet needs and feed leads to Sales.
• Balance as trusted advisor while protecting delivery integrity.
• Manage, coach and set high performance standards for the team.
• Provide data, tools and processes to foster proactivity and accountability.

Skills

Contract management

Service delivery

Customer success

People management

SLA/KPI management

Commercial governance

Stakeholder management

Data-driven decision making

Job description

We Are Adam is seeking a hands-on Contract Performance Lead to bridge delivery and account growth. You will champion contractual obligations, empower a small customer performance team, and uphold high standards across internal stakeholders to safeguard retention and drive opportunities.

The role oversees the complete contract lifecycle, from onboarding through renewals, with focus on SLA/KPI governance and proactive risk management.