Job Overview
Location
Covent Garden - Hybrid
Job Type
Full-time
Category
Customer Support
Date Posted
July 21, 2026
Full Job Description
📋 Description
- • We are looking for a Customer Retention Executive to protect and grow our long-term client relationships across our company formations and compliance services, with additional responsibility for supporting retention on our Accounting-as-a-Service product.
- • This person will take ownership of at-risk accounts, working closely with small business clients, company directors, and accountancy professionals to resolve issues, reduce churn, and identify opportunities to deepen the relationship over time.
- • The Customer Retention Executive will 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.
- • The role requires a commercially minded, customer-focused individual with a strong ability to build lasting client relationships and reduce churn in a fast-paced environment.
- • The Customer Retention Executive will own the retention experience, balancing customer advocacy with commercial objectives, and will work closely with internal teams to deliver outcomes that reinforce customer confidence and loyalty.
- • The role involves analysing customer behaviour and monitoring retention and usage metrics across our formations, compliance, and accounting platforms to identify at-risk accounts early.
- • The Customer Retention Executive will continuously refine engagement strategies based on data to improve customer lifetime value.
- • The role requires a strong collaborator, able to work closely with internal teams to escalate and resolve issues.
🎯 Requirements
- • 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
- • 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
- • £30,000–£35,000 salary and comprehensive benefits package
- • 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
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About 1st Formations Limited
1st Formations Limited is a Companies House-authorized UK company formation agent that incorporates and registers private limited companies online. The service packages include digital and printed company documents, registered office and director service addresses, confirmation statement filing, and ongoing compliance support. Targeting entrepreneurs, accountants, and foreign investors, the company provides same-day incorporation and post-formation administrative services while maintaining statutory records and handling mail forwarding. Established in 2014, it operates from London and is regulated by the Registrar of Companies for England and Wales.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
Similar Opportunities
1 month ago
3 months ago
Aleph Holding Inc.
15 days ago
Span Labs, Inc.
30 days ago