Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 26, 2026
Full Job Description
đź“‹ Description
- • At 1st Formations, we are dedicated to empowering entrepreneurs to launch, manage, and expand their businesses with unwavering confidence. We understand that the foundational elements of running a business – company formation, statutory compliance, accounting, and payroll – should be effortless, dependable, and intelligently managed from the outset. Our mission is to remove these operational burdens, allowing founders to concentrate their energy and expertise on the core task of building and scaling their ventures.
- • We are a premier UK provider of company formation and compliance services, distinguished by our commitment to developing a modern, fully integrated technology platform. This platform is meticulously designed to support entrepreneurs at every critical juncture of their business journey, unifying formation, compliance, accounting, payroll, and ongoing business support into a single, cohesive, and intuitive experience. We reject the notion of fragmented, stitched-together services or outdated legacy workflows masquerading as software. Instead, we offer a singular, scalable platform engineered for ambitious founders who prioritize rapid progress, steadfast compliance, and confident growth.
- • Joining 1st Formations now presents a unique opportunity to become part of a business experiencing robust momentum, possessing a clear strategic direction, and offering substantial avenues for career progression. With an impressive annual revenue of £18 million, including £9 million in Annual Recurring Revenue (ARR), and having successfully formed over 1 million companies, our impact is already significant. Furthermore, our commitment to sustainability and ethical business practices is underscored by our status as a Certified B Corp and a Carbon Neutral Business. We are projecting a significant growth trajectory, with forecasts indicating a 5x–10x expansion over the next three years, making this an exciting time to contribute to our success.
- • In this pivotal role, we are seeking a commercially astute and proactive Customer Retention Executive. Your primary objective will be to fortify our client relationships and significantly reduce customer churn. You will work intimately with our small business clients who utilize our accounting services, acting as their advocate and a key point of contact. The core mission of the Retention Executive is to meticulously identify clients who are at risk of disengagement, to adeptly resolve any issues or concerns they may have, and to ensure their sustained satisfaction, loyalty, and continued commercial success with 1st Formations.
- • Key Responsibilities will include:
- • Proactively engaging with clients identified as being at risk of churn. This involves initiating contact, understanding their situation, rebuilding confidence, addressing any concerns or dissatisfaction, and ultimately retaining their trust and business.
- • Conducting in-depth analysis of churn data and client usage patterns. The goal is to identify early indicators of disengagement and potential churn before these issues escalate into a decision to leave.
- • Leading positive, outcome-oriented conversations with clients who are considering cancellation. This requires skillful negotiation, problem-solving, and demonstrating the ongoing value of our services.
- • Collaborating closely and effectively with various internal teams, including Accounting, Customer Service, and Customer Success. This cross-functional teamwork is essential to ensure clients receive timely, comprehensive, and high-quality support that addresses their needs and resolves underlying issues.
- • Skillfully balancing the role of customer advocate with the achievement of commercial objectives. This involves identifying and proposing mutually beneficial solutions that satisfy client needs while also securing the retention of their business.
- • Recommending tailored services, product adjustments, or account modifications based on a deep understanding of individual client needs, challenges, and growth aspirations.
- • Conducting regular check-ins with clients beyond just reactive problem-solving. These proactive touchpoints are crucial for maintaining strong relationships, reinforcing value, and surfacing potential issues or opportunities early.
- • Diligently tracking key customer success metrics and actively contributing to the development and refinement of our data-led retention strategy. Your insights will be vital in shaping how we approach customer retention.
- • Systematically sharing client feedback, cancellation themes, and recurring issues with the wider business. This feedback loop is critical for driving service improvements, product enhancements, and strategic business decisions.
🎯 Requirements
- • Proven experience in a customer retention-focused role, where success was primarily measured by client engagement, satisfaction, and active participation.
- • Strong understanding of churn indicators, renewal risk factors, and effective tactics for re-engaging at-risk accounts.
- • Experience working with and interpreting account health metrics (e.g., last login, ticket volume, responsiveness, engagement scores).
- • Practical understanding of key retention KPIs and how to influence them.
- • Ability to identify and articulate cancellation themes or client feedback trends, and present these internally to drive strategic improvements.
- • Familiarity with cross-functional collaboration (e.g., with service delivery, onboarding, support) to resolve root issues and implement retention solutions.
- • Clear, professional communication skills, with confidence in handling objections, escalations, and value-based discussions.
- • Experience within an accountancy, SaaS, or B2B services environment is advantageous.
🏖️ Benefits
- • Competitive annual salary of £40,000.
- • Comprehensive benefits package.
- • Flexible hybrid working model, combining office and remote work.
- • Significant opportunities for career progression and professional development as the business scales.
- • The chance to directly influence customer experience and contribute to product development decisions.
- • A supportive company culture that champions ownership, impact, and continuous learning.
Skills & Technologies
Hybrid
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.
