Customer Success Executive

1st Formations Limited

Job Overview

Location

Covent Garden - Hybrid

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Executive at 1st Formations, you will play a pivotal role in driving customer retention and satisfaction within the newly launched Accounting-as-a-Service team, directly contributing to the company’s mission of empowering entrepreneurs through seamless, integrated business support.
• Your work will focus on proactive client engagement, ensuring small business clients realize ongoing value from our accounting services, reducing churn, and supporting scalable growth in a fast-moving, purpose-driven organization.
• Day to day, you will conduct high-volume outbound and inbound phone calls with clients to assess satisfaction, address concerns, and deliver personalized guidance on maximizing the benefits of our platform.
• You will identify at-risk or low-engagement accounts early, develop targeted re-engagement strategies, and collaborate with internal teams to prevent churn and strengthen long-term client relationships.
• During onboarding and beyond, you will educate clients on the unique value propositions of our services—particularly around compliance, automation, and support—helping them transition smoothly from trial to paid subscriptions.
• You will partner closely with onboarding, customer service, and marketing retention teams to align messaging, share insights, and ensure a cohesive customer journey from sign-up through ongoing use.
• You will track and report on key customer health metrics such as usage frequency, satisfaction scores, and conversion rates, using data to inform process improvements and product enhancements.
• You will maintain meticulous records of all client interactions in our CRM system, ensuring accuracy and accessibility for follow-up and team collaboration.
• You will join a mission-driven, B Corp-certified company experiencing strong momentum, with £18m in annual revenue and £9m in ARR, backed by a forecast of 5x–10x growth over the next three years.
• You will become part of a collaborative, innovative team that values ownership, continuous learning, and impact, operating within a modern tech platform that unifies formation, compliance, accounting, payroll, and business support—freeing founders to focus on growth.
• In this role, you will develop deep expertise in SaaS customer success, subscription-based business models, and fintech client engagement, while building transferable skills in consultative communication, data-informed decision-making, and cross-functional collaboration.
• You will have the opportunity to influence both customer experience and product development by feeding frontline insights into service improvements, helping shape a platform designed for ambitious founders.

🎯 Requirements

• Previous experience in customer success, account management, or client engagement, preferably within accounting, fintech, or SaaS environments.
• Strong phone communication skills with a proven ability to build relationships, solve problems, and communicate value clearly and empathetically.
• Demonstrated experience managing high-volume, low-value subscription customer bases, including tracking engagement and driving retention.
• Proven ability to convert free trial or freemium users into paying subscribers through consultative outreach and value-based conversations.
• Familiarity with accounting software, particularly Xero, is considered a nice-to-have advantage.
• Excellent organizational skills and attention to detail to manage multiple client interactions, follow-ups, and records efficiently.

🏖️ Benefits

• Competitive salary of £45,000 per annum.
• Comprehensive benefits package including health, wellness, and financial protections.
• Hybrid working model: 3 days in the office (Covent Garden) and 2 days remote per week.
• Real career progression opportunities as the business scales rapidly.
• The chance to make a tangible impact on customer experience and product evolution in a purpose-led organization.
• A culture that fosters ownership, continuous learning, and inclusivity, aligned with B Corp values.

Skills & Technologies

Hybrid

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1st Formations Limited

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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.

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