Customer Retention Executive (Accounting-as-a-Service)

About 1st Formations

At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence.

Running a business shouldn't be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled - freeing founders to focus on building and scaling.

We're a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey. Our platform brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.

No stitched-together services.
No legacy workflows disguised as software.

Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence.

Why Join Us Now?

You'll be joining a business with strong momentum, clear direction, and real opportunity for progression.

• £18m annual revenue, including £9m ARR
• Over 1 million companies formed
• Certified B Corp and Carbon Neutral Business
• Forecast to grow 5x-10x over the next three years

The Role

We're looking for a commercially aware and proactive Customer Retention Executive to help strengthen client relationships and reduce churn. You'll work closely with small business clients receiving accounting services. The key goals of the Retention Executive are identifying at risk accounts, resolving issues, and helping ensure long term satisfaction, loyalty, and commercial results.

Key Responsibilities

• Proactively engage with at-risk clients to rebuild confidence, resolve concerns, and retain trust
• Analyse churn and usage patterns to flag disengagement before it becomes a problem
• Hold positive, outcome-oriented conversations with clients considering cancellation
• Collaborate with internal teams (Accounting, Customer Service, Success) to ensure clients receive timely and high-quality support
• Balance customer advocacy with commercial goals, identifying win win solutions wherever possible
• Suggest tailored services or account adjustments based on client needs
• Hold regular check ins with clients to maintain relationships and surface potential issues early
• Track customer success metrics and contribute to data led retention strategy
• Share client feedback and cancellation themes with the wider business to improve service

What We're Looking For

• Experience with accounting software (QuickBooks, Xero, Freshbooks, Dext) gained in such companies or in medium to large size chartered accountant practices
• Proven experience in a retention focused role, where your primary success metric was keeping clients engaged, satisfied, and active
• Strong understanding of churn indicators, renewal risk, and the tactics used to re engage at-risk accounts
• Experience working with account health metrics, such as last login, ticket volume, responsiveness, engagement scores, or similar
• Practical understanding of retention KPIs
• Ability to surface cancellation themes or client feedback trends and present them internally to drive strategic improvements
• Familiarity with working cross functionally (e.g. with service delivery, onboarding, support) to resolve root issues and unlock retention solutions
• Clear, professional communicator, confident handling objections, escalations, and value based discussions

What We Offer

• £40,000 annually and comprehensive benefits package
• Hybrid working model
• 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

Equal Opportunities

1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.