Customer Retention Executive

Customer Retention Executive

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.

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 minded, customer-focused Customer Retention Executive to protect and grow our client base, primarily across our company formations and compliance services, while also supporting retention efforts on our Accounting-as-a-Service product. You'll own the retention experience - proactively engaging with customers, understanding their needs, and stepping in early when accounts show signs of risk. This is a relationship-driven role at its core: you'll balance customer advocacy with commercial objectives, turning at-risk accounts into loyal, long-term clients.

Key Responsibilities

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

What We're Looking For

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

Confident managing objections and resolving service issues while keeping the client's confidence intact

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

What We Offer

£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

Equal Opportunities

Compensation Range: £30K - £35K