Senior Customer Success Executive B2B

Are you ambitious, motivated, and ready to take ownership within a customer success role? We’re looking for a dynamic B2B account lead to manage onboarding, client advocacy, and ongoing support for our business clients. In this role, you’ll be the key point of contact, ensuring seamless integration and continuous value delivery. Your responsibilities will include regular catch-ups, providing critical touchpoints, and serving as the go-to resource for employers seeking answers and support.

We are on a mission to make it easy for everyone to get help with their money. Schools don’t teach it, society makes it taboo and banks want to sell. It’s time for a different way. 

If you're passionate about client success, adept at managing relationships, and thrive in a fast-paced environment, this is your opportunity to make a significant impact and advance your career with a leading provider in the field.

About Octopus Money

At Octopus Money, we’re on a mission to make money advice accessible to all – because the right advice can turn your life dreams into reality.

The facts are alarming: half of Brits reach retirement age without enough money to live the life they want, financial stress is a leading cause of poor mental health and only 8% of us have access to 1-to-1 advice.

There’s plenty of information out there, but most of us just wish that someone we trust would tell us what to do with our money!

With Octopus, you get a personalised plan and a friendly expert to help you make it happen. We combine advisers, coaches and technology to understand your situation and recommend the right steps for your savings, investments, pensions and more. Then, we make it easy to invest in a custom portfolio, managed by experts.

We believe everyone deserves personal, 1-to-1 advice with their money.

The role and opportunity

In recent years, we've coached tens of thousands of employees across top UK workplaces. Our Customer Success team collaborates closely with HR and Reward Leaders to maintain their enthusiasm and engagement with our services, while also assisting them in encouraging employee engagement with personal finances.

You will report to the Head of Employer Success, and work closely within the Growth (Commercial) team.

We are looking for curious, problem solvers who obsess about customer outcomes and will be future stars in the business. We appreciate and reward initiative, autonomy and team spirit. Please get in touch if that sounds like you! 

Day to day: 

Own and grow relationships with large, complex enterprise clients, acting as a trusted advisor to senior stakeholders,  including C-suite, and ensuring they realise ongoing, measurable value from our service

Lead and oversee multi-workstream onboarding programs for new enterprise employers, ensuring a well-planned, smooth, and strategically aligned rollout of our benefit to their workforce

Design and present tailored engagement strategies, using creative and data-driven approaches to challenge employer thinking and help them drive awareness, adoption, and long-term impact among their employees

Deliver strategic account reviews and executive-level reporting, engaging senior stakeholders with insights that challenge the status quo and highlight opportunities for greater business impact

Act as the voice of the enterprise customer internally, providing insight and influence to product, marketing, and sales teams to shape our roadmap and enhance our offering

Apply a project management mindset across your accounts - coordinating stakeholders, managing timelines, and ensuring successful delivery of complex initiatives

Identify growth opportunities within accounts, collaborating with sales to expand partnerships and drive upsells through a consultative, challenger-led approach

Resolve client challenges with a proactive, solutions-focused approach, ensuring issues are handled swiftly and effectively at all levels

Bring strategic thinking, energy, and warmth to every interaction - building deep, trusted relationships that make clients love working with us

About you

A genuine desire to help people
We are a mission-driven business, so it’s important that you can demonstrate a passion and desire to help people and improve their lives.

Customer obsession
You get obsessed with solving any problems for your customers. Even if you haven’t worked with customers, you have a track record of fixing problems and working tirelessly until you have found a solution you’re happy with. 

Meticulously organised and process driven
You have the experience required to execute processes that support the delivery of a 5 star customer experience and generate customer loyalty and advocacy at scale. You are able to spot inefficiencies in processes and work with our operations and technical teams to create automated solutions that help you do more with less. 

Exceptional communication skills
You make the complex simple and can communicate clearly and succinctly whether it's through written or verbal communication.  

Quick learner
From explaining evolving propositions to new communications ideas to data insights, you’ll need to understand complex ideas on a daily basis. You are a fast learner and have an analytical mind that can grasp complex ideas quickly.  

Knowledge and skills required

• Experience managing enterprise accounts in a B2B role, ideally in the HR benefits, financial services, or employee wellbeing space
• A challenger mindset - you're not afraid to question assumptions, bring fresh ideas, and push for the best outcome for the client and the business
• Proven experience in project management, from onboarding new clients to coordinating multi-stakeholder campaigns or launches, you're comfortable leading and tracking progress
• A natural relationship builder who creates trust quickly, builds long-term partnerships, and can sensitively manage challenging conversations when needed
• It is essential that you have worked in an area where you problem-solve with customers (internal or external) daily

In return for your contribution we offer a starting salary of £40,000 - £50,000 depending on experience + benefits

Please note, as a regulated business we are required to run background checks for all employees which covers adverse financial and unspent convictions. These will only take place upon a successful job offer.

About Octopus Group
Octopus is a group of companies which invests in the people, ideas and industries that will help to change the world. We collectively believe that the companies serving two of our most important needs – our financial wellbeing and our planet’s future – are failing. And we want that to change. We want everything we do, whether that’s in financial services or energy supply, to have a positive impact on the people it touches. The energy supply business - Octopus Energy is the #1 rated UK energy supply business, and the only one to be recommended by Which? three years in a row.

Perks & Benefits

Make a difference
We're on a mission to help millions of people improve their finances. Seeing the impact we can make on our client's lives is deeply rewarding, and motivates the whole team to keep doing more to improve our service. Our client feedback is extremely positive, with a rating of 4.8 out of 5 on Vouchedfor.

Flexible working
We currently operate a hybrid model which is a mix of office and remote. You'll have the option of working from home 2 days per week (Monday and Friday) with the remainder from our central London office in Holborn.

Work from anywhere
We give an 18 day work from anywhere allowance to swap out the on site days or take some time working from another country. NB - Due to compliance regulations this does not apply to individuals that give regulated financial advice.

Join a great team
We're a diverse team with decades of experience in financial services and a proven track record. We believe in treating everyone with transparency and respect.

Rapidly grow your career
We believe in hiring people who are better than us, and giving them opportunities to achieve great things. As we continue to scale up, there will be opportunities for ambitious new joiners to demonstrate their skills and take on bigger roles.

Share incentive plan and team bonus
Being part of Octopus we benefit from the group share incentive plan. In addition, for those who are not commission based we offer a team bonus provided we meet our team goals.

Pension, enhanced parental leave, private medical insurance & other perks
As an Octopus Money employee you'll get access to a company pension, enhanced parental leave, PMI, day off for your birthday and other benefits to make sure you're healthy and happy, now and in the future! 

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We believe in equal financial education for everybody, no matter their background.  We pride ourselves on building an inclusive working environment where diversity is celebrated.

We do not and never will discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.