Customer Retention Executive

1st Formations

Customer Retention Executive focusing on client relationship management across company formations and compliance. Reducing churn and enhancing customer lifetime value through proactive engagement.

Posted 7/20/2026full-timeCovent Garden • 🇬🇧 United KingdomJunior💰 £30,000 - £35,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention and account management, with a strong focus on understanding client needs and delivering tailored solutions. Proficient in analyzing customer behavior and retention metrics to enhance customer lifetime value and reduce churn.

Highest-signal resume keywords

Customer RetentionAccount ManagementClient Relationship ManagementData AnalysisCollaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Behaviour AnalysisRetention Metrics MonitoringService Issue ResolutionCompany Formation WorkflowsCompliance Workflows

Soft Skills

Customer AdvocacyCommercial MindsetObjection ManagementResilienceCollaboration

Industry Keywords

Accounting-as-a-ServiceProfessional ServicesAccountancy SectorAccountancy TechnologySmall Business Challenges

About the role

Key responsibilities & impact

Proactively engage with existing customers to understand their needs, address concerns, and identify opportunities to retain and grow accounts through tailored solutions and timely interventions
Take ownership of at-risk customers, managing objections and resolving service issues to rebuild confidence and prevent churn
Act as a trusted point of contact for small business clients, company directors, and accountancy professionals, balancing customer advocacy with commercial objectives
Collaborate closely with internal teams to deliver outcomes that reinforce customer confidence and loyalty
Analyse customer behaviour and monitor retention and usage metrics across our formations, compliance, and accounting platforms to identify at-risk accounts early
Continuously refine engagement strategies based on data to improve customer lifetime value
Maintain accurate, up-to-date records of customer interactions, risk flags, and outcomes in internal systems
Support retention activity across our Accounting-as-a-Service product as part of a shared team responsibility, alongside your core focus on formations and compliance clients

Requirements

What you’ll need

Proven experience in a customer retention, account management, or client relationship role, ideally within company formations, compliance, or professional/financial services (accountancy sector or accountancy technology platform experience is a plus)
Commercially minded and customer-focused, with a strong ability to build lasting client relationships and reduce churn in a fast-paced environment
Confident managing objections and resolving service issues while keeping the client's confidence intact
Good understanding of company formation and compliance workflows, and the challenges small business owners face; familiarity with accountancy workflows is beneficial but not essential
Data-driven and resilient: comfortable analysing customer behaviour and retention/usage metrics to inform your approach
Motivated by results, with a track record of improving customer lifetime value and delivering a consistent, positive customer experience
A strong collaborator, able to work closely with internal teams to escalate and resolve issues

Benefits

Comp & perks

Hybrid working model (3 days in office; 2 days from home)
A genuine opportunity to shape and build retention processes from scratch
Clear progression pathways as the practice scales
A culture that values ownership, impact, and continuous improvement