Customer Retention Executive in City of Westminster

We are looking for a Customer Retention Executive to protect and grow our long-term client relationships across our company formations and compliance services, with additional responsibility for supporting retention on our Accounting-as-a-Service product. This person will take ownership of at-risk accounts, working closely with small business clients, company directors, and accountancy professionals to resolve issues, reduce churn, and identify opportunities to deepen the relationship over time.

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.

We're looking for a commercially minded, customer-focused Customer Retention Executive to protect and grow our client base, primarily across our company formations and compliance services, while also supporting retention efforts on 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.

• 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.

• 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 escape and resolve issues.

• £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.

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.