Customer Success Executive B2B

Octopus Money; City Of London; Hybrid; GBP 34,000 - 44,000; Full time

Job summary

A leading financial advisory provider in London is seeking a B2B account lead to manage client relationships and onboarding. You will be the key contact for ensuring clients receive due value from our services, with responsibilities including report delivery and proactive problem resolution. Ideal candidates will have experience in B2B account management and a passion for enhancing client success. The role offers a salary between £34,000 and £44,000, along with flexible working arrangements.

Benefits

Flexible working

Remote work allowance

Share incentive plan

Private medical insurance

Qualifications

• Experience managing large accounts in a B2B role, ideally in the HR benefits or financial services space.
• Proven experience in project management and handling multi-stakeholder campaigns.
• Natural relationship builder who can manage challenging conversations.

Responsibilities

• Manage relationships with large employer clients to ensure ongoing value.
• Lead the onboarding process for new employers.
• Build and present campaign plans for employer engagement.
• Deliver reporting and strategic reviews to employers.

Skills

Customer obsession

Exceptional communication skills

Meticulously organised

Project management

Relationship building

Job description

Overview

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 you will

• 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

About you

• A genuine desire to help people - a passion to improve lives and a mission-driven mindset
• Customer obsession - focus on solving problems for customers and driving outcomes
• Meticulously organised and process driven - able to execute processes supporting a 5-star customer experience and scale loyalty
• Exceptional communication skills - able to simplify complex ideas in writing and speaking
• Quick learner - able to grasp evolving propositions, ideas, and data insights quickly
• Knowledge and skills required

• Experience managing large accounts in a B2B role, ideally in the HR benefits, financial services, or employee wellbeing space
• A challenger mindset - willing to question assumptions and push for the best client and business outcomes
• Proven experience in project management, from onboarding to coordinating multi-stakeholder campaigns or launches
• A natural relationship builder who creates trust quickly and can manage challenging conversations
• It is essential that you have worked in an area where you problem-solve with customers daily

In return for your contribution

Salary: £34,000 - £44,000 depending on experience + benefits

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.

Perks & Benefits

• Make a difference - flexible, impactful work with positive client feedback
• Flexible working - hybrid model with option to work from home 2 days per week
• Work from anywhere - 18 day allowance for remote work where compliant
• Join a great team - diverse, transparent, respectful culture
• Rapidly grow your career - opportunities to take on bigger roles
• Share incentive plan and team bonus
• Pension, enhanced parental leave, private medical insurance & other perks

Equality and inclusivity - We do not discriminate and are committed to equal opportunity. If you require any adjustments please contact us.

Application notes - For details on sponsorship, eligibility to work in the UK, on-site requirements, and adjustments, please contact Luke Stepney, Head of Talent at [e-mail]