Customer Service Executive

1st Formations

Customer Retention Executive We are looking for a Customer Retention Executive to protect and grow our long-term client relationships across our Accounting-as-a-Service product. This person will take ownership of at-risk accounts, working closely with accountancy professionals and small business clients 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 across 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 accountancy professionals and small business clients, 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 accountancy-focused 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 What We're Looking For • Proven experience in a customer retention, account management, or client relationship role, ideally within the accountancy sector or accountancy technology platforms • 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 accountancy workflows and practitioner challenges, so you can offer solutions that genuinely reflect client needs • 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 1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.

1st Formations

We’re looking for a data-driven Retention Marketing Manager to own email-led retention performance across our Accounting-as-a-Service division. Working with a high-volume client base, you’ll be responsible for reducing involuntary and voluntary churn through a disciplined data-driven email retention programme. You will own the strategy and day-to-day execution of retention-specific email journeys, from early-tenure engagement to save and win-back flows.   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 data-driven and commercially minded Retention Marketing Manager to own email-led retention across our Accounting-as-a-Service division. You'll work with a high-volume client base to design and execute targeted campaigns that reduce churn, with a particular focus on the free period and the first year of paid monthly subscriptions. You’ll use CRM data, behavioural signals, and usage patterns to identify at-risk or disengaged clients and proactively intervene through scalable marketing initiatives.   Key Responsibilities * Own and continuously optimise the end-to-end email retention programme for the month-to-month subscriber base. * Design, build and iterate save flows targeting subscribers at elevated churn risk, using behavioural and transactional signals to trigger timely interventions. * Develop and maintain segmentation frameworks that reflect subscription tenure, engagement depth and cancel-intent indicators. * Run a structured testing programme across subject lines, send cadence, offer mechanics, and message framing to improve save rates and reduce passive churn. * Monitor and report on core retention email metrics: save rate, cancel deflection, reactivation rate, open-to-save conversion, and revenue retained. * Partner with our Business Information Team to identify leading churn indicators and feed these into automated trigger logic. * Collaborate with Director of Lifecycle Marketing and other stakeholders to ensure retention email activity is sequenced correctly and does not conflict with acquisition or engagement programmes. * Work with the Legal Team to ensure all retention communications meet regulatory. What We're Looking For * Demonstrable experience managing retention email programmes within a high-volume monthly subscription-based environment. * Hands-on experience building and executing email campaigns and automated journeys (e.g. HubSpot, Salesforce, Braze, etc.) * Experience managing large customer bases (thousands of users/customers), ideally in subscription or SaaS models * Strong analytical skills, with the ability to translate data into actionable retention strategies * Experience segmenting audiences and personalising communications at scale * Commercial mindset with a clear understanding of churn and retention * Ability to operate independently and work cross-functionally with other departments What We Offer * £65–90k and comprehensive benefits package * Hybrid working model * High-impact role with ownership of retention performance * 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 Equal Opportunities 1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.

1st Formations

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 The Head of Marketing is a commercially minded, performance-driven leader responsible for driving customer acquisition, revenue growth, and online visibility across BSQ Group's portfolio of company formation websites. This role sits at the intersection of content, SEO, paid media, and analytics - with a mandate to grow our digital channels through rigorous, data-led execution. This is not a brand-building role. As a specialist company formation business -where most customers form a company once in their lifetime - our acquisition model is built almost entirely on organic and paid online presence. The successful candidate will think like an ecommerce operator and measure success in conversions, cost per acquisition, and channel ROI. Key Responsibilities Performance & Acquisition • Own the marketing strategy with a clear focus on performance, acquisition, and revenue contribution • Manage a team of Senior Content Managers, Freelance Writers, Videographer, Social Media Manager, Affiliate Marketing Manager • Set and manage KPIs across all channels: organic traffic, paid media ROAS, conversion rates, and cost per acquisition • Drive continuous improvement in channel-level ROI and report results to senior leadership Content & SEO • Lead and develop two Senior Content Managers and oversee all freelance content production • Set editorial strategy aligned to search intent, SEO priorities, and conversion goals • Ensure content output — written, video, and social — serves acquisition objectives across all six websites • Collaborate closely with the Head of Digital and SEO Director on keyword strategy and on-page optimisation Paid Media & Affiliate • Own paid media strategy and budget across search, display, and social channels • Oversee affiliate marketing programme, including partner recruitment, commission structures, and performance tracking Social Media & Video • Provide strategic direction for social media and video content, keeping output commercially relevant • Manage the in-house videographer and social media resource to maximise reach and engagement that drives acquisition Cross-Functional Collaboration • Work alongside the Head of Digital on shared resources (designers and developers) to ensure marketing-led projects are delivered on time • Partner with the Head of Digital on data and analytics to build a joined-up view of customer journeys and acquisition performance • Contribute to website strategy What We Are Looking For • Proven track record in a senior marketing role within an ecommerce, transactional, or lead-generation business • Strong performance marketing mindset - demonstrates commercial results, not just reach or awareness metrics • Hands-on experience leading content teams and setting editorial strategy tied to SEO and conversion • Fluency in paid media channels (PPC, paid social) with budget management experience • Experience with affiliate marketing programme management • Credibility to lead and inspire Senior Content Managers- strong marketing expertise is essential for this • Data-literate: comfortable interpreting analytics and making decisions based on performance data • Experience working across multiple websites or digital properties • Familiarity with company formation, legal services, or fintech verticals • Experience working alongside digital/technical teams on CRO and UX-driven projects • Understanding of SEO strategy at a directorial level (able to brief and challenge the SEO Director What We Offer * £90-110k and comprehensive benefits package * 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 Equal Opportunities 1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.