About this role
Salary: £? - ? per year
Requirements
- 4+ years of experience in Customer Success, Scaled Enablement, or a similar field, ideally in B2B SaaS
- At least 3 years focused on customer retention strategy and lifecycle design
- Proven ability to exceed retention and revenue targets through automated, digital, scaled 1:many engagement models
- Analytical and commercially minded, with the ability to assess performance data, quantify ROI, and use AI or propensity models to support retention initiatives
- Strong operational and project execution skills, including translating strategy into playbooks, journey maps, and cross-functional implementation plans
- Excellent communication and influencing skills, including collaboration with international counterparts and presenting to executive leadership
- Degree in a relevant field or equivalent practical experience
- Candidates must be able to demonstrate their ability to work in the UK
Responsibilities
- Design, build, and execute welcome, nurture, retention, and winback programmes across digital platforms and assisted services to support trial conversion and ongoing engagement
- Use data, propensity models, and AI capabilities to create proactive interventions that identify and prevent customer churn
- Design and run targeted experiments to measure impact before wider launches
- Partner with CX Design to develop playbooks, process maps, and rollout plans
- Programme-manage implementations across in-house teams, digital channels, and outsourced BPO partners
- Collaborate with Sales, Marketing, Product, and Data Science
- Establish retention and monetisation indicators, and present actionable insights and ROI to leadership
- Collaborate with international peers in the US, Canada, and Australia to share best practices and align initiatives with a global-by-design framework
Technologies
- AI
- Support
- Marketing
More
We are partnering with a global, market-leading financial and business management software enterprise to hire a Customer Success Enablement Specialist. This is an ongoing temporary role based in Central London, with hybrid working (three days per week in the office and two at home) and a day rate of up to £357 via Umbrella for the right candidate. The role focuses on customer retention, loyalty, and ecosystem growth among small businesses, sole traders, and accounting professionals through scaled digital and human-assisted programmes. We encourage applications from people of all ages and backgrounds; appointment is based on merit. We act as an employment agency for permanent recruitment and an employment business for temporary recruitment under the Conduct of Employment Agencies and Employment Businesses Regulations 2003.
last updated 44 week of 2026