Customer Success Executive, Octopus Money
B2B
£34-44k
+ Group share incentive plan
3+ days a week in office (Holborn, London)
The future you want starts with a plan
Be an early applicant
The future you want starts with a plan
101-200 employees
Be an early applicant
£34-44k
+ Group share incentive plan
3+ days a week in office (Holborn, London)
101-200 employees
Company mission
To help millions of people take the first steps towards making their life dreams a reality.
Role
Who you are
- Are you ambitious, motivated, and ready to take ownership within a customer success role?
- 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
- 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
- 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
- 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
- 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
- You make the complex simple and can communicate clearly and succinctly whether it's through written or verbal communication
- 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
- Experience managing large 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
What the job involves
- 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
- 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
- Own and manage relationships with large and complex employer clients, ensuring they see ongoing value in our service
- Lead the end-to-end onboarding process for new employers, ensuring a smooth, well-communicated rollout of our benefit to their employees
- Build and present bespoke campaign plans to help employers successfully engage their workforce: using a mix of creative and data-driven approaches
- Serve as the voice of the customer internally, sharing actionable insights with product, marketing, and sales to improve our offering
- Deliver regular reporting and strategic reviews to employers, helping them understand employee engagement and outcomes
- Act as the main point of contact for ~50 mid-market and enterprise accounts, running onboarding calls, quarterly business reviews, and annual reviews
- Apply a project management mindset to your accounts - from launch to ongoing optimisation - ensuring timelines, tasks, and communications run smoothly
- Proactively resolve client queries and complaints, always aiming for a quick, effective, and human response
- Bring energy, curiosity, and warmth to every interaction — we want our clients to love working with us
Salary benchmarks
Our take
Octopus Money believes that offering financial coaching to employees is the most effective way to improve their financial well-being. The company is a financial coaching start-up that aims to make useful financial advice affordable for everybody. According to the company, the employees who use its service save, on average, around £9700 per year.
The company differentiates itself through its business model - the service is free, and the company adopts upselling techniques. Octopus Money can easily be implemented by employers within their organisations, giving each employee their own expert financial coach for free. According to the company, most employees will then choose to upgrade their plans and become paying customers.
The business was formerly called Hatch and has been acquired by the Octopus Group. It now offers wealth management services to complement its financial coaching products, covering more bases to draw in a wider customer reach. Octopus Money already counts SecretEscapes, Epson, and Octopus Energy among its growing client base.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Enhanced maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 15 months: 6 months fully paid leave for primary carers, 2 months fully paid leave for secondary carers
- Flexible working - the option to work from home 2 days each week
- 18 day “work from anywhere” allowance every year (you can choose to work from home or anywhere, including other countries)
- Opportunities for ambitious new joiners to demonstrate their skills and take on bigger roles
- Company pension, PMI and other benefits to make sure you're healthy and happy, now and in the future!
- Private health insurance through Vitality
- 1-to-1 mental health coaching through Fifty50
- Employee Assistance Programme offering a 24/7 confidential advice line for you and your immediate family members
- Opportunities for pay rises every year to reflect growing responsibilities
- You may receive a bonus at the end of each financial year, based on the performance of the company
- Access to the Octopus Group Share Incentive Plan
Company values
- Make Every Conversation Matter
- Move with Urgency and Focus
- Own It
Company HQ
Holborn, London, UK
Articles
Leadership
Ruth Handcock
(CEO)Founding member of Tandem Bank, former CEO of Octopus Investment and chairperson for Octopus Legacy, Seccl, amicable.
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