1st Formations

Customer Engagement Executive

1st Formations

full-time

Posted on:

Location Type: Hybrid

Location: Covent Garden • United Kingdom

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Salary

💰 £45,000 per year

About the role

  • Conduct phone calls daily with clients, focusing on delivering value and addressing concerns before they become issues.
  • Identify low usage or at-risk accounts and develop strategies to re-engage these clients to prevent churn.
  • Educate clients on the unique selling points (USPs) of our services, especially during the onboarding period.
  • Collaborate with the onboarding and customer service teams to ensure client expectations are met and exceeded.
  • Monitor client satisfaction and retention metrics, using insights to enhance the customer experience and inform internal teams.
  • Work closely with the marketing retention team to convert trial customers to paid plans after the initial free period.
  • Maintain accurate records of client interactions to support ongoing engagement.

Requirements

  • Previous experience in customer success, account management, or client engagement, preferably within the accounting, fintech, or SaaS sectors.
  • Strong phone communication skills, with a focus on relationship-building and problem-solving.
  • Demonstrated experience within high-volume / low-value subscription customer bases
  • Experience in conversion: ability to convert clients from the free to the full pay subscription
  • Familiarity with accounting software (particularly Xero) is a plus.
  • Good organizational skills and attention to detail to manage multiple client interactions effectively.
Benefits
  • Comprehensive benefits package
  • Hybrid working model (3 days office - 2 days home)
  • Real opportunities for progression as the business scales
  • The chance to influence both customer experience and product development
  • A culture that values ownership, impact, and continuous learning
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementclient engagementconversion strategiessubscription managementclient retention metricsonboarding processesrelationship-buildingproblem-solvingattention to detail
Soft Skills
communication skillsorganizational skills