Lead the full retention funnel: design lifecycle campaigns, automated email and in - app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross - functionally to improve product adoption and long - term retention.
About the role
- Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.
Responsibilities
- Proactively engage with at-risk clients to rebuild confidence, resolve concerns, and retain trust
- Analyse churn and usage patterns to flag disengagement before it becomes a problem
- Hold positive, outcome-oriented conversations with clients considering cancellation
- Collaborate with internal teams (Accounting, Customer Service, Success) to ensure clients receive timely and high-quality support
- Balance customer advocacy with commercial goals, identifying win-win solutions wherever possible
- Suggest tailored services or account adjustments based on client needs
- Hold regular check-ins with clients to maintain relationships and surface potential issues early
- Track customer success metrics and contribute to data-led retention strategy
- Share client feedback and cancellation themes with the wider business to improve service
Requirements
- Experience with accounting software (QuickBooks, Xero, Freshboks, Dext) gained in such companies or in medium to large size chartered accountant practices
- Proven experience in a retention-focused role, where your primary success metric was keeping clients engaged, satisfied, and active
- Strong understanding of churn indicators, renewal risk, and the tactics used to re-engage at-risk accounts
- Experience working with account health metrics, such as last login, ticket volume, responsiveness, engagement scores, or similar
- Practical understanding of retention KPIs
- Ability to surface cancellation themes or client feedback trends and present them internally to drive strategic improvements
- Familiarity with working cross-functionally (e.g. with service delivery, onboarding, support) to resolve root issues and unlock retention solutions
- Clear, professional communicator, confident handling objections, escalations, and value-based discussions
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
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