Customer Retention Specialist

• 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

Customer Retention Executive

• Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base.
• Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions.
• Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators.
• Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn.
• Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained.
• Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic.
• Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes.
• Work with the Legal Team to ensure all retention communications meet regulatory.

Retention Marketing Manager

• Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed
• Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities
• Share customer experience insights internally to support continuous improvement
• Deliver a smooth onboarding experience, ensuring customers are set up for success from day one
• Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations
• Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently
• Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience
• Maintain accurate and up-to-date customer information and data in CRM systems
• Use customer data, feedback, and behavioural indicators to identify trends and risks
• Contribute to the development of customer segmentation and prioritisation strategies
• Proactively engage high-value or at-risk customers to spot churn risks early
• Escalate and help resolve issues that may impact retention, working closely with internal teams
• Gather and share customer insight to help improve products, services, and processes
• Identify recurring issues and work with internal teams to drive continuous improvement
• Support initiatives that enhance customer satisfaction and retention outcomes
• Work closely with internal teams to deliver joined-up customer management

Customer Retention Manager

• Proactively reach out to customers who have expressed their intent to discontinue using our payment solutions.
• Listen attentively to customers concerns and reasons for wanting to leave, demonstrating empathy and understanding.
• Present compelling solutions and alternatives that address customers pain points and convince them to stay.
• Maintain accurate records of customer interactions and account status in our CRM system.
• Meet and exceed retention targets and objectives.

Customer Retention Specialist jobs in United Kingdom

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Customer Retention Executive

Retention Marketing Manager

Customer Retention Manager

Customer Retentions Consultant