Who we are
We're a dynamic and rapidly expanding Corporate Services Group, led by our passionate founder and CEO. With a thriving customer base of over 500,000 and consistent growth of 20% year-on-year, we're shaking up the business services space. From Company Formation and Legal Support to Virtual Office, we provide everything businesses need to start, grow, and succeed. Profitable, innovative, and customer-obsessed, we're on a mission to redefine how modern businesses are supported—and we're looking for driven individuals to grow with us.
Job Summary
We are looking for a highly strategic and results-driven Commercial Director to lead the commercial growth of our Accountancy Services offering, which is a high-volume service product combining QuickBooks with our in-house expertise. This role is pivotal in converting users from free services to paid offerings, and retaining the optimal level of paying customers, and in doing so, driving the commercial success of our growing accountancy arm.
As Commercial Director, you will be responsible for managing customer-facing teams, setting commercial KPIs, and collaborating cross-functionally with marketing, sales, and service teams. You'll work closely with the CEO and Partner Accountant to drive adoption, retention, and revenue growth across our customer base.
What You'll Own & Lead:
* Customer Conversion & Service Uptake Strategy:
Own and optimise the conversion of users from free to paid services, with a strong focus on driving uptake and revenue growth—particularly for our new accountancy offering in partnership with the Partner Accountant.
* Revenue & Performance:
Set and track KPIs aligned with business goals while developing scalable account management strategies to support SME customers, drive retention, and continuously optimise commercial performance.
* Marketing & Automation Integration:
Collaborate with marketing to develop and automate timely communications, especially around uptake, onboarding and pre-renewal.
* Sales Strategy
: Work alongside the outbound sales team to maximise service usage, through targeted outreach and personalised follow-up.
* Customer-Facing Team Leadership & Development:
* Lead, manage, and develop high-performing teams across onboarding, customer success, and outbound sales to deliver human-first, high-touch experiences throughout the customer lifecycle.
What You Bring to the Table
* 10+ years in Senior Commercial or Account Management leadership roles, within high-volume and customer-centric environments
* Proven success growing service-based or SaaS businesses, ideally with QuickBooks or similar platforms
* Strong track record of converting free users to paid customers at scale
* Deep understanding of customer lifecycle management from onboarding through to renewal
* Experience working with SMEs and small business customers
* Expertise in customer success, marketing automation, and outbound sales strategies
* Comfortable and effective in fast-paced, entrepreneurial, and high-growth settings
* Demonstrated leadership in managing and scaling cross-functional teams
* Excellent communication skills, including presenting confidently to C-level executives
* Skilled relationship builder with internal teams and external stakeholders
* Results-oriented with a focus on performance metrics, conversion rates, and revenue growth
* Analytical and practical problem solver with a hands-on approach
Who You'll Be Working With
You'll be surrounded by passionate, talented changemakers with big ambitions—not just for our business but for our world. Our teams are predominantly based in our Covent Garden, London office. We're a company striving for best-in-class service through empathy, integrity, and innovation—and we want you to be the voice and leader who helps us get there.
Remuneration and Benefits
* 25 days annual leave, plus 8 public/bank holidays
* Private Medical, Dental and Optical Insurance for you and your family
* Employee Assistance Program
* Death in Service cover (4x annual salary)
* 14 weeks maternity leave pay, 2 weeks paternity leave pay
* 2 paid Volunteering Days per year with our charity partner.
* Annual cost-of-living salary increase
* Cycle to Work Scheme
* Dog-friendly office
* Indoor bicycle storage, changing and shower facility
* Free soft drinks and bean-to-cup coffee all day
* Free Wednesday lunches
* Free fresh fruit - daily
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.