Customer Success Executive B2B

Octopus Money; Greater London; Hybrid; GBP 38,000 - 45,000; Full time

Benefits offered by this job

Hybrid working (3 days in office)

18 days annual leave (WFH)

Performance-based bonus

Share Incentive Plan

Company pension

Private medical insurance

Birthday day off

Job summary

Octopus Money is seeking a Customer Success Executive to own a portfolio of SMB to mid-market employer clients end to end, from onboarding through renewal. You will run accounts with autonomy, setting plans, spotting risk early, and driving renewals by proving value to HR and Reward leads.

You will report to the Customer Success Lead and collaborate with Sales, Marketing, and Product to scale our Customer Success approach.

Qualifications

• 1–2 years' experience in an account management or customer success role.
• Proven track record of retaining and growing accounts.
• Experience communicating with senior stakeholders and running check-ins or business reviews.

Responsibilities

• Own a portfolio of SMB to mid-market employer clients end to end from onboarding to renewal.
• Lead onboarding for new clients with clear timelines and success measures.
• Build account plans with HR and Reward stakeholders and review progress in regular check-ins.
• Drive retention and renewals by tracking account health and spotting risks early.

Skills

Account ownership

Renewals/upsell

Stakeholder management

Data analysis

CRM experience

Communication

Problem solving

Tools

HubSpot

Salesforce

Job description

This is a rare opportunity to join a fast-growing, mission-led business that's transforming how people access financial advice. We partner with HR and Reward teams to bring financial wellbeing into the workplace. As Customer Success Executive, you'll own a portfolio of employer clients end to end - from onboarding through to renewal - and be the trusted partner for their HR and Reward leads.

You'll work closely with our Customer Success Lead, but you'll run your accounts with real autonomy: setting the plan, spotting risk early, growing engagement and making sure every client renews because they can see the value. You'll be surrounded by a team that moves fast, thinks sharply, and cares deeply about the mission.

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 Money, 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.

To transform millions of lives, we need a movement. So whether you're a workplace supporting your employees' financial health or a firm that wants to offer affordable advice to your customers, we hope you'll join us.

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

The role and opportunity

You'll own a book of SMB to mid-market employer clients, working directly with HR and Reward leaders at top UK workplaces. You'll guide new clients through onboarding, then take full responsibility for the health, engagement and retention of each account as the benefit rolls out to their colleagues. You'll also support the Customer Success Lead on our enterprise accounts, giving you exposure to our largest and most complex clients.

We believe curious problem-solvers who obsess over customer outcomes deserve to grow into future stars here. You'll report to the Customer Success Lead and work closely with Sales, Marketing and Product across the wider Commercial team. You'll thrive if you take ownership, make decisions with confidence and help shape how we run Customer Success as we scale.

Day to day you will

• Own a portfolio of SMB to mid-market employer clients end to end, acting as their main point of contact from launch through to renewal
• Support the Customer Success Lead on our enterprise accounts, helping with onboarding, campaigns, reporting and day-to-day relationship management for our largest clients
• Lead onboarding for new clients, setting clear timelines and success measures so every rollout lands smoothly
• Build account plans with HR and Reward stakeholders, agreeing goals and reviewing progress at regular check-ins and business reviews
• Drive retention and renewals by tracking account health, spotting risk early and acting on it before it becomes a problem
• Find opportunities to grow accounts, such as extending the benefit to more employees, unlock different funding models or additional revenue
• Design and run engaging campaigns with HR contacts to get employees excited about the benefit and lift take-up
• Own the reporting for your accounts: track key customer success metrics and turn the data into clear insight on the impact for each workforce
• Take ownership of escalations and complaints, resolving them quickly and fairly, and involving the right internal teams where needed
• Share what you're hearing from clients with Product and the wider team, and help improve our Customer Success playbooks and processes as we scale

About you

A genuine desire to help people.

We're a mission-driven business, so it's important that you can show a passion for helping people improve their lives.

Commercially minded account owner.

You treat your accounts like your own. You know what makes a client renew, you notice when something's off, and you act before you're asked.

Customer obsession.

You get obsessed with solving problems for your customers and keep going until you've found a solution you're happy with.

Build relationships that stick.

You earn trust with senior stakeholders through credibility, insight, and always having their best interest at heart - and you're comfortable having a challenging conversation when it's the right thing for the client.

Knowledge and skills required

• 1-2 years' experience in an account management or customer success role, owning your own book of B2B accounts
• A track record of retaining and growing accounts, with experience of renewals or expansion conversations
• Confidence building relationships with senior stakeholders and running structured check-ins or business reviews
• Experience managing multiple accounts and projects at once, balancing competing priorities without dropping the ball
• Confident analysing and interpreting data using Excel / Google Sheets to track account health and performance and inform decisions
• Hands-on experience with a CRM or CS tool (e.g. HubSpot, Salesforce, Intercom)
• 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
• A passion for making the world of personal finance more accessible to everyone
• Experience in HR tech, employee benefits or financial services is a bonus, but not essential

What you'll get

Starting salary of £38,000–£45,000 depending on experience.

We want people to grow here, to feel supported and to feel proud of the impact they make!

You’ll get:

• Hybrid working with 3 days in the office each week (Tuesday - Thursday)
• 18 days a year working from anywhere
• Performance-based bonus
• The opportunity to participate in our Share Incentive Plan (HMRC approved scheme enabling employees to invest tax efficiently)
• Company pension
• Private medical insurance
• Enhanced parental leave and Return to Work coaching (find out more on our website)
• Birthday day off
• A mission driven focus - the chance to help people improve their lives through financial wellbeing, and a supportive team who care about what they do

About Octopus Group

We're part of Octopus Group, a privately-owned business that's spent 25 years doing things differently. Octopus Group builds businesses designed to outlast it, aiming to leave things a little better for the generations that follow.

That same instinct runs through the whole group:

• Octopus Energy changed how millions of people think about their energy provider, built on fairness, transparency and a genuinely good customer experience
• Octopus Legacy is changing how people plan for the end of life
• amicable is building a better way to go through divorce
• Aurora is rethinking education
• Seccl is building the fintech infrastructure behind modern investing
• Octopus Investments and Octopus Capital back the ideas and businesses of tomorrow

We share that same DNA, doing the same thing in a different corner of people's lives: money.

Octopus Group does not just talk about entrepreneurship, the group enables it. Springboard, a program open to anyone however junior or senior, lets people pitch an idea to win funding. A number of businesses have been started this way, founded by former Octopus employees.

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.

We believe in equal financial education for everybody, no matter their background. The same goes for opportunities within our team. 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.

If you require support completing your application please contact [e-mail]