Hybrid Contract Performance Lead: Drive Retention & Growth

Softcat; Manchester; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Softcat is seeking a Contract Performance Lead to ensure we consistently meet contractual commitments, safeguard customer retention and drive operational excellence. You will lead a small customer performance team, collaborate with sales, service delivery, procurement and vendor management, and identify growth opportunities through trusted relationships.

This hybrid role offers office and home-based days, flexible hours, and the chance to build trusted customer relationships while shaping

Qualifications

• Experience in contract management, customer success or service delivery.
• Proven ability to lead and develop customer-facing teams.
• Strong commercial awareness and ability to interpret contractual commitments.

Responsibilities

• Leading contract governance across customer obligations, SLAs and KPIs.
• Driving customer retention through proactive risk identification and recovery planning.
• Holding internal stakeholders accountable for contractual commitments and service delivery.
• Coaching and developing a high-performing customer performance team.
• Identifying growth opportunities through trusted customer relationships and insight.

Skills

Contract management

Customer success

Service delivery

Stakeholder management

Communication & relationship-building

Job description

Softcat is seeking a Contract Performance Lead to ensure we consistently meet contractual commitments, safeguard customer retention and drive operational excellence. You will lead a small customer performance team, collaborate with sales, service delivery, procurement and vendor management, and identify growth opportunities through trusted relationships.

This hybrid role offers office and home-based days, flexible hours, and the chance to build trusted customer relationships while shaping