Senior Customer Success Executive, Octopus Money
B2B
£40-50k
Senior and Expert level
London
WFH Monday and Friday
3+ days a week in office (Holborn, London)
Making advice and investing accessible for all
Job no longer available
Making advice and investing accessible for all
101-200 employees
FintechB2CB2BPersonal financeFinancial Services
Job no longer available
£40-50k
Senior and Expert level
London
WFH Monday and Friday
3+ days a week in office (Holborn, London)
101-200 employees
FintechB2CB2BPersonal financeFinancial Services
Company mission
To become the most recommended financial services business in the UK.
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 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 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
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
- 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
- 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
- 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
Salary benchmarks
Our take
Money shapes every part of life. Yet most people never get the support they need: Half of Brits reach retirement age without enough to live the the life they want, financial stress is a leading cause of poor mental health, only 8% of people have access to 1-to-1 financial advice. There's no shortage of information and what people actually need is clarity, guidance and a plan that makes sense to them.
That's where Octopus Money comes in. They bring together financial planning, investment expertise and smart technology so people can understand their options and take action with confidence.
They help build a clear plan for their savings, investments and pensions and make investing simple with managed portfolios built by experts. On top of this, they also support employers who want their teams to feel more secure and comfortable. So while some people may need regulated advice, others coaching, or both, their service adapts to every use case.
Freddie
Company Specialist at Welcome to the Jungle
Insights
B Corporation
Company
Company benefits
- 18 day “work from anywhere” allowance every year (you can choose to work from home or anywhere, including other countries)
- 6% company pension
- 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
- Private health insurance through Aviva
- Employee Assistance Programme offering a 24/7 confidential advice line for you and your immediate family members
- Discretionary up to 10% bonus at the end of each financial year, based on the performance of the company
- Access to the Octopus Group Share Incentive Plan
- Paid therapy via Spill
Company values
- Make Every Conversation Matter - We care deeply about how we make customers and colleagues feel – on every call, email, screen and event. It won’t always be perfect, but we’ll always work harder to keep making it better.
- Move with Urgency and Focus - We’re impatient to make remarkable things. We focus on what matters most, make fast initial progress and then iterate forward.
- Own It - We take full ownership of our work – from the smallest detail to the final outcome. We have the courage to break new ground, to hold ourselves and each other accountable, to tackle challenges head-on and find solutions that make a lasting impact.
Company HQ
Holborn, London, UK
Articles
Leadership
Dan Marsh
(CEO)Dan joined Octopus in 2014 and quickly progressed through sales leadership roles to board level positions across the portfolio. Made CEO of Octopus Money in 2026.
Diversity, Equity & Inclusion at Octopus Money
- 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.
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