Customer Retention Executive

• 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

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
• 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

Core Competencies

Demonstrates expertise in customer retention and account management, with a strong focus on understanding client needs and delivering tailored solutions. Proficient in analyzing customer behavior and retention metrics to enhance customer lifetime value and reduce churn.

Highest-signal resume keywords

• Customer Retention
• Account Management
• Client Relationship Management
• Data Analysis
• Collaboration

ATS Optimization Keywords Hard Skills

• Customer Behaviour Analysis
• Retention Metrics Monitoring
• Service Issue Resolution
• Company Formation Workflows
• Compliance Workflows

Soft Skills

• Customer Advocacy
• Commercial Mindset
• Objection Management
• Resilience
• Collaboration

Industry Keywords

• Accounting-as-a-Service
• Professional Services
• Accountancy Sector
• Accountancy Technology
• Small Business Challenges