Customer Success Enablement Specialist

Overview

Aquent is partnering with a leading force in the SaaS industry, a company dedicated to empowering small businesses, sole traders, and professional service providers through innovative digital solutions. This organization is at the forefront of leveraging cutting-edge technology, including AI, to create seamless and impactful customer experiences. They are seeking visionary talent to join their team and help shape the future of their customer lifecycle strategy, ensuring their diverse customer base not only thrives but grows within their ecosystem.

This is an exceptional opportunity to redefine how a market-leading SaaS ecosystem engages with its customers. As a vital member of the team, you will be instrumental in designing and executing high-impact, scalable customer growth and retention programs. You will blend advanced digital platform capabilities with strategic human touchpoints, transforming how customers are onboarded, nurtured, retained, and even won back. If you are passionate about turning data into commercial growth, thrive on rapid experimentation, and possess a keen eye for operational design, your contributions will directly influence the success and loyalty of thousands of businesses, making a tangible impact on the company’s sustained growth and market leadership.

What You’ll Do

• Architect digital-first welcome, nurture, retention, and win-back programs, including dynamic free-trial conversion strategies, specifically designed for small businesses, sole traders, and professional service providers.
• Collaborate with Data Science and Analytics teams to integrate AI and propensity modeling, deploying proactive, data-driven interventions that pinpoint churn risks early and automate high-value customer outreach.
• Partner with CX Design to develop comprehensive execution playbooks, clear process maps, and strategic resource plans for internal teams and external partners.
• Lead agile experimentation, from ideation to launch and evaluation, to prove the ROI of new strategies before broader market deployment.
• Continuously optimize customer lifecycle touchpoints to significantly boost retention, increase feature adoption rates, and generate qualified lead opportunities.
• Orchestrate seamless collaboration across Sales, Product, Marketing, Analytics, and CX Operations to ensure alignment on retention goals and eliminate any friction within the customer journey.
• Engage with international peers to share experimental learnings, adopt best-in-class frameworks, and champion globally designed initiatives.
• Define leading and lagging Key Performance Indicators (KPIs), meticulously measure program impact, and communicate clear, data-backed insights to senior stakeholders.

What You Bring

We are seeking a commercially astute professional with a proven track record in a fast-moving SaaS environment who can drive impact and operational excellence.

• Experience:
  • 4+ years of dedicated experience in Customer Success, Customer Growth, or Enablement roles within a fast-moving SaaS organization.
  • 3+ years specifically focused on customer retention strategy, lifecycle design, or scalable program management.
  • Degree qualified (or possess equivalent practical industry experience) in a business, technological, or related field.
• Core Competencies:
  • A commercially minded approach with a strong track record in supporting retention, adoption, or revenue expansion within a 1:many or tech-touch SaaS Customer Success model.
  • Exceptional operational excellence, demonstrated by an enjoyment for refining process maps, optimizing implementation workflows, and enhancing operational efficiency.
  • Highly data-driven and analytical, confident in exploring complex data to quantify ROI, measure pilot success, and identify areas for continuous improvement.
  • Strategic and collaborative, adept at connecting customer success tactics to broader business priorities and fostering alignment across diverse cross-functional teams.
  • An outstanding communicator, both in writing and verbally, with the ability to simplify complex concepts and present compelling proposals to key decision-makers.

Client Description

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.