Senior Customer Success Manager maximizing customer retention on strategic accounts within Kaisa. Collaborating with global teams and delivering product training to enhance customer engagement.
About the role
- Customer Engagement Executive ensuring clients realize value in accounting services at 1st Formations. Engaging with small business clients to enhance satisfaction and reduce churn.
Responsibilities
- Conduct phone calls daily with clients, focusing on delivering value and addressing concerns before they become issues.
- Identify low usage or at-risk accounts and develop strategies to re-engage these clients to prevent churn.
- Educate clients on the unique selling points (USPs) of our services, especially during the onboarding period.
- Collaborate with the onboarding and customer service teams to ensure client expectations are met and exceeded.
- Monitor client satisfaction and retention metrics, using insights to enhance the customer experience and inform internal teams.
- Work closely with the marketing retention team to convert trial customers to paid plans after the initial free period.
- Maintain accurate records of client interactions to support ongoing engagement.
Requirements
- Previous experience in customer success, account management, or client engagement, preferably within the accounting, fintech, or SaaS sectors.
- Strong phone communication skills, with a focus on relationship-building and problem-solving.
- Demonstrated experience within high-volume / low-value subscription customer bases
- Experience in conversion: ability to convert clients from the free to the full pay subscription
- Familiarity with accounting software (particularly Xero) is a plus.
- Good organizational skills and attention to detail to manage multiple client interactions effectively.
Benefits
- Comprehensive benefits package
- Hybrid working model (3 days office - 2 days home)
- 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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