Customer Success Enablement Specialist [213927]

Are you a data-driven Customer Success practitioner with a passion for designing scalable customer journeys, leveraging AI, and driving measurable retention?

We are looking for a sharp, commercially minded Customer Success Enablement Specialist to spearhead high-impact 1:many growth and retention programmes across the UK market. Focusing on small businesses, sole traders, and accountants, you will blend cutting-edge digital platform capabilities with value-added human touchpoints to transform how we onboard, nurture, retain, and win back customers at scale.

If you thrive on rapid experimentation, operational design, and turning data into commercial growth, this is an incredible opportunity to shape the customer lifecycle of a market-leading SaaS ecosystem.

The Role

As our Customer Success Enablement Specialist , you will own the design, operationalisation, and execution of end-to-end customer retention and monetisation initiatives. You will bridge strategy and execution—taking overarching growth goals and turning them into actionable customer journeys, detailed playbooks, and automated digital programmes.

From converting free trials to leveraging propensity models for proactive churn prevention, you will sit at the centre of product, marketing, operations, and analytics to elevate the customer experience across every touchpoint.

Key Responsibilities

• Design Scalable Customer Programmes: Architect digital-first welcome, nurture, retention, and winback programmes—including free-trial conversion strategies—tailored to accountants, sole traders, and small businesses.

• Embed AI & Propensity Modelling: Partner with Data Science and Analytics to deploy proactive, data-driven interventions that identify churn risks early and automate high-value outreach.

• Build Operational Playbooks & Frameworks: Collaborate with CX Design to draft comprehensive execution playbooks, process maps, and resource plans for both internal teams and BPO partners.

• Run Agile Experiments: Ideate, launch, and evaluate pilot programmes to prove ROI and refine strategies before market-wide rollout.

• Drive Ecosystem Growth: Continuously optimise lifecycle touchpoints to boost retention, increase feature attach rates, and generate qualified lead passes.

• Cross-Functional Orchestration: Collaborate with Sales, Product, Marketing, Analytics, and CX Operations to align retention plans and eliminate friction in the customer journey.

• Global Best-Practice Sharing: Work closely with international peers across global markets to share experimental learnings, adopt best-in-class frameworks, and support ‘global-by-design’ initiatives.

• Track & Present Performance: Establish leading and lagging KPIs, measure programme impact, and communicate clear, data-backed insights to senior stakeholders.

What We’re Looking For

• Commercially Minded: A strong track record of supporting retention, adoption, or revenue expansion within a 1:many or tech-touch SaaS Customer Success environment.

• Operational Excellence: You enjoy diving into process maps, tweaking implementation workflows, and making operations run efficiently.

• Data-Driven & Analytical: Confident exploring numbers to quantify ROI, measure pilot success, and pinpoint areas for continuous improvement.

• Strategic & Collaborative: Highly skilled at connecting customer success tactics to broader regional priorities and building alignment across diverse teams.

• Clear Communicator: Outstanding written and verbal communication skills, with an ability to simplify complex concepts and present compelling proposals to key decision-makers.

Experience & Qualifications

• 4+ years of experience in Customer Success, Customer Growth, or Enablement roles within a fast-moving SaaS organisation .

• 3+ years dedicated to customer retention strategy, lifecycle design, or scalable programme management.

• Degree qualified (or equivalent practical industry experience) in a business, technological, or related field.

This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.

Our Client is a global technology platform that specialises in overcoming the world’s most important financial challenges. Their products and services are driven by artificial intelligence, and their accounting software is one of their most recognisable creations. Considered one of the top companies to work for, they are proud of their company culture and entrepreneurial spirit.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.

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