At a Glance
- Tasks: Design and optimise customer retention programmes to enhance long-term value.
- Company: Global leader in Fintech solutions with an award-winning work environment.
- Benefits: Hybrid work model with potential for contract extension.
- Other info: Collaborative culture with opportunities for innovation and career advancement.
- Why this job: Shape impactful customer journeys and drive growth in a dynamic industry.
- Qualifications: 4+ years in Customer Success and strong strategic thinking skills.
The predicted salary is between 51750 - 63250 £ per year.
Our client is a global leader in Fintech solutions.
They are now seeking an experienced Customer Retention & Growth Manager to design, build and optimise retention programmes across a diverse customer base.
You’ll play a pivotal role in shaping welcome, nurture, retention and winback journeys — including free-trial conversion — to drive long-term customer value and reduce churn.
This role sits at the heart of the Customer Success organisation, combining digital-first initiatives with value-added human interactions to deliver impact at scale.
You’ll partner cross-functionally to create cohesive retention strategies, embed AI-driven interventions, and ensure seamless customer experiences across all touchpoints.
Key Responsibilities
- Contribute to the Customer Success retention and monetisation strategy, aligning with global growth and retention priorities.
- Design welcome, nurture, retention and winback programmes, including free-trial conversion journeys.
- Build net-new retention initiatives leveraging digital platform capabilities and human-assisted interactions.
- Strengthen customer relationships to foster trust, loyalty and advocacy across the customer base.
- Continuously optimise existing programmes to improve retention and ecosystem growth (attach, lead-pass, upsell).
- Embed AI, data and propensity models to develop proactive churn-prevention interventions.
- Partner with CX Design, CX Operations, Digital Experiences and Analytics to implement retention programmes.
- Work closely with Sales, Product, Marketing and Data Science to deliver cohesive, cross-functional retention plans.
- Ideate, design and run experiments to quantify expected impact before market-wide rollout.
- Create detailed playbooks outlining customer journeys, process maps, resources, and success measures.
- Programme-manage delivery across BPO partners, in-house teams and digital channels.
- Establish leading and lagging indicators to measure retention performance and present insights to leadership.
- Collaborate with global teams to share priorities, learnings and best practices.
- Support business cases for tech and resource investment to accelerate AI and platform capability adoption.
Skills & Experience
- Proven track record exceeding retention and revenue targets in a 1: many Customer Success environment.
- Strong strategic thinking and commercial acumen.
- Operationally excellent with the ability to refine processes and drive efficiencies.
- Highly data-driven, confident analysing ROI and identifying improvement opportunities.
- Strong influencer with excellent stakeholder management skills.
- Exceptional written and verbal communication, able to simplify complex topics.
- 4+ years in Customer Success or similar Saa S role.
- 3+ years in customer retention strategy and programme design.
- Degree qualified or equivalent experience.
Benefits
- Hybrid
- Potential for contract to extend
- Award winning work environment
Customer Success Enablement Manager in London employer: Executive Facilities Careers
Join an award-winning law firm that values your expertise and offers a dynamic work environment in the heart of the real estate sector. With a strong focus on employee growth, you will have access to comprehensive benefits, flexible working arrangements, and the opportunity to make a significant impact on the firm's success while enjoying a competitive salary and generous bonuses. This is not just a job; it's a chance to thrive in a supportive culture that encourages professional development and collaboration.
Contact Details:
Executive Facilities Careers Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Enablement Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Executive Facilities Careers. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Executive Facilities Careers before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Enablement Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Executive Facilities Careers:Your cover letter is your chance to shine! Tell us why you want to work at Executive Facilities Careers specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Executive Facilities Careers!
How to prepare for a job interview at Executive Facilities Careers
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
