About Capium

Capium is an award-winning UK fintech and accounting software company helping accountants and businesses simplify compliance, accounting, taxation, payroll, and practice management.

Trusted by thousands of accounting firms and businesses across the UK, Capium provides an integrated cloud platform covering:

• Practice Management
• Bookkeeping
• Payroll
• Accounts Production
• Corporation Tax
• Self Assessment
• Making Tax Digital
• Capium 365 Client Collaboration

As we continue to grow, we are looking for a Customer Success & Retention Executive to help our customers maximise value from our platform, improve software adoption, increase customer retention, and support long-term growth.

This is an exciting opportunity for someone who enjoys building relationships, solving problems, and helping customers succeed while developing a commercial career within a fast-growing technology business.

The Role

The Customer Success & Retention Executive will be responsible for managing and growing relationships with a portfolio of accounting firms and business customers.

You will proactively engage with customers to understand their goals, encourage adoption of Capium products, reduce churn, support renewals, and identify opportunities for growth.

Working closely with Sales, Product, Support and Marketing teams, you will become a trusted adviser to customers and play a key role in shaping the customer experience.

This is not a hard sales role. Success comes from building strong relationships, understanding customer needs and helping them get maximum value from their investment in Capium.

Key ResponsibilitiesCustomer Success & Engagement

• Manage a portfolio of customer accounts.
• Build strong relationships with key decision makers within accounting firms and businesses.
• Conduct regular customer reviews and health checks.
• Understand customer objectives and help them achieve success using Capium products.
• Develop retention plans for customers showing signs of disengagement.
• Act as the customer's advocate within Capium.

Retention & Renewals

• Proactively identify and engage at-risk customers.
• Conduct retention conversations and negotiate renewal agreements where appropriate.
• Investigate cancellation requests and work to reduce customer churn.
• Maintain accurate records of retention activity and outcomes.
• Monitor customer satisfaction and identify opportunities for improvement.

Product Adoption & Growth

• Drive adoption of Capium 365 and other strategic products.
• Promote best practice use of Capium solutions.
• Encourage attendance at webinars, training sessions and onboarding programmes.
• Identify opportunities for customers to benefit from additional products and services.
• Support customer onboarding and migration initiatives.

Customer Insights & Feedback

• Gather customer feedback and market intelligence.
• Identify recurring customer challenges and improvement opportunities.
• Collaborate with Product and Development teams to influence future enhancements.
• Become the voice of the customer internally.

Reporting & Analysis

• Monitor customer engagement metrics and usage trends.
• Analyse churn indicators and identify intervention opportunities.
• Maintain CRM records and customer activity logs.
• Produce regular retention and customer success reports.
• Track performance against KPIs and objectives.

What We're Looking ForEssential Skills & Experience

• Previous experience in Customer Success, Account Management, Customer Retention, Client Services or a similar customer-facing role.
• Excellent relationship-building and communication skills.
• Strong commercial awareness.
• Experience working with CRM systems.
• Ability to manage multiple priorities and customers simultaneously.
• Excellent organisational and time management skills.
• Strong written and verbal communication skills.
• Self-motivated with a proactive approach to problem solving.

Desirable Experience

• Experience working within accountancy, bookkeeping, payroll, taxation or financial services.
• Experience within a SaaS or software business.
• Knowledge of accounting software solutions.
• Experience delivering online demonstrations or training sessions.
• Understanding of customer success methodologies and retention strategies.

What Success Looks Like

You will be measured against:

• Customer retention rate
• Customer satisfaction scores
• Renewal rates
• Product adoption levels
• Upsell and cross-sell opportunities generated
• Customer engagement activity
• Churn reduction
• Portfolio growth and account health

Personal Attributes

We are looking for someone who:

• Enjoys helping customers succeed.
• Builds trust and credibility quickly.
• Takes ownership and accountability.
• Is naturally curious and eager to learn.
• Is commercially minded without being overly sales-driven.
• Thrives in a fast-paced environment.
• Enjoys working collaboratively across departments.
• Wants to contribute to the growth of an ambitious technology company.

Why Join Capium?

• Join an award-winning fintech with ambitious growth plans.
• Be part of a collaborative and entrepreneurial team.
• Opportunity to influence customer success strategy.
• Ongoing learning and development opportunities.
• Exposure to cutting-edge accounting and tax technology.
• Career progression opportunities as the business continues to scale.

If you're passionate about customer success, relationship building, and helping businesses grow through technology, we'd love to hear from you.

Apply today and become part of Capium's next stage of growth.

Job Type: Permanent

Pay: £28,000.00-£32,000.00 per year

Education:

• Bachelor's (preferred)

Experience:

• accounting: 1 year (required)

Work Location: Remote