Business Success Manager

About 1st Formations

At 1st Formations, we empower entrepreneurs to start, run, and grow their businesses with confidence.

Running a business shouldn’t be slowed down by company formation, statutory compliance, accounting, or payroll. From day one, these essentials should be seamless, reliable, and intelligently handled — freeing founders to focus on building and scaling.

We’re a leading UK provider of company formation and compliance services, building a modern, fully integrated technology platform that supports founders at every stage of their journey. Our platform brings together formation, compliance, accounting, payroll, and ongoing business support in one cohesive experience.

No stitched-together services.
No legacy workflows disguised as software.

Just a single, scalable platform built for ambitious founders who want to move fast, stay compliant, and grow with confidence.

Why Join Us Now?

You’ll be joining a business with strong momentum, clear direction, and real opportunity for progression.

• £18m annual revenue, including £9m ARR

• Over 1 million companies formed

• Certified B Corp and Carbon Neutral Business

• Forecast to grow 5x–10x over the next three years

The Role

We’re looking for a commercially savvy and relationship-driven Business Success Manager to support and grow a portfolio of SME and founder-led accounting clients. Acting as the strategic link across onboarding, customer service, and retention, you’ll ensure a smooth and cohesive client experience from day one, managing escalations, spotting growth opportunities, and driving long-term value.

Key Responsibilities

• Build strategic, trust-based relationships with a wide range of accounting clients

• Act as the point of contact for key accounts, ensuring long-term satisfaction and success

• Monitor platform usage, service trends, and client behaviour to identify churn risks early

• Coordinate internally with Onboarding, Customer Service, and Retention to address issues proactively and deliver a seamless client journey

• Take ownership of complex or escalated issues and work cross-functionally to resolve them

• Analyse engagement and retention data, translating insights into proactive account strategy

• Identify opportunities to expand and grow accounts through upsell and tailored services

• Advocate for client needs while ensuring alignment with commercial goals

• Contribute to the continuous improvement of the client experience

What We're Looking For

• Experience in a client success, account management, or relationship-focused role (ideally B2B)

• Strong ability to interpret behavioural and usage data to drive action

• Customer-first communicator with a track record of building long-term relationships

• Confidence navigating complex or sensitive service issues

• Commercial mindset with experience identifying upsell opportunities in client portfolios

• Background in accountancy and/or SaaS platforms such as QuickBooks, Xero, or similar is a plus

• Skilled at working cross-functionally and bringing teams together around the client

• Highly organised, resourceful, and able to manage competing priorities

What We Offer

• £50-55k and comprehensive benefits package

• Hybrid working model

• 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

Equal Opportunities
1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.