We are partnering with a global, market-leading financial and business management software enterprise in their search for a Customer Success Enablement Specialist. This is an ongoing temporary role based in Central London, offering a hybrid working model (3 days per week in the office, 2 days at home) and a day rate of up to £357 per day via Umbrella for the right candidate.
The Role
In this role, you will be responsible for driving customer retention, loyalty, and ecosystem growth across a diverse customer base of small businesses, sole traders, and accounting professionals. Focusing on scaled 1:many initiatives combining digital touchpoints and human-assisted interactions, you will design and deliver end-to-end welcome, nurture, retention, winback, and free-trial conversion programmes to maximise customer lifetime value and minimise churn.
Key Responsibilities
- Retention & Lifecycle Strategy: Design, build, and execute welcome, nurture, retention, and winback programmes across digital platforms and assisted services, driving trial conversion and ongoing engagement.
- Data, AI & Churn Prevention: Leverage data, propensity models, and AI capabilities to build proactive intervention strategies that identify and prevent customer churn before it happens.
- Experimentation & Playbooks: Ideate, design, and run targeted experiments to quantify impact prior to market-wide launch; partner with CX Design to build detailed playbooks, process maps, and rollout plans.
- Cross-Functional Programme Delivery: Programme-manage implementations delivered across in-house teams, digital channels, and outsourced BPO partners, collaborating with Sales, Marketing, Product, and Data Science.
- Reporting & Leadership Insights: Establish leading and lagging indicators to measure retention and monetisation success, confidently presenting actionable insights and ROI to leadership.
- Global Alignment: Collaborate with international peers across the US, Canada, and Australia to share best practices and ensure initiatives align with a "global by design" framework.
This role could be right for you if you have:
- Experience: 4+ years of Customer Success, Scaled Enablement, or similar experience (ideally within a B2B SaaS environment), with at least 3+ years specifically focused on customer retention strategy and lifecycle design.
- 1:Many Scaled Delivery: Proven track record of exceeding retention and revenue targets through automated, digital, and scaled 1:many engagement models.
- Data & Commercial Acumen: Highly analytical mindset with the ability to dig into performance data, quantify ROI, and leverage AI/propensity models to steer proactive retention initiatives.
- Operational & Project Execution: Strong operational discipline to translate strategy into structured playbooks, journey maps, and cross-functional implementation plans.
- Stakeholder Influence: Outstanding communication and influencing skills, comfortable collaborating with international counterparts and presenting to executive leadership.
- Education: Degree qualified in a relevant field or equivalent practical experience.
Randstad Financial & Professional encourage applications from individuals of all ages & backgrounds. Appointment will be made on merit alone but candidates must be able to demonstrate their ability to work in the UK. Randstad Financial & Professional acts as an employment agency for permanent recruitment & an employment business for temporary recruitment as defined by the Conduct of Employment Agencies & Employment Business Regulations 2003
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