Customer Retention Executive – Accounting-as-a-Service
United Kingdom
Full Time
5 hours ago
$40,000 GBP
No Sponsorship
Key skills
Customer Success
About this role
Role Overview
- Proactively engage with at-risk clients to rebuild confidence
- Analyse churn and usage patterns to flag disengagement
- Hold conversations with clients considering cancellation
- Collaborate with internal teams to ensure clients receive high-quality support
- Balance customer advocacy with commercial goals
- Suggest tailored services based on client needs
- Hold regular check-ins with clients
- Track customer success metrics and contribute to strategy
- Share client feedback and cancellation themes with the business
Requirements
- Experience with accounting software (QuickBooks, Xero, Freshboks, Dext)
- Proven experience in a retention-focused role
- Strong understanding of churn indicators and renewal risk
- Experience working with account health metrics
- Practical understanding of retention KPIs
- Ability to surface cancellation themes or client feedback trends
- Familiarity with working cross-functionally
- Clear, professional communicator
Benefits
- Hybrid working model
- Real opportunities for progression as the business scales
- The chance to influence both customer experience and product development
- A culture that values ownership, impact, and continuous learning