Customer success manager

Seccl; City of Edinburgh; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading embedded investment platform in the UK is seeking a Customer Success Manager to resolve complex issues and enhance customer satisfaction. The ideal candidate will possess strong problem-solving abilities and a solid understanding of fintech. This hybrid role is based in London or Edinburgh and offers a competitive salary along with generous benefits including flexible holidays and a learning budget.

Benefits

Generous salary

Flexible holidays

Learning budget

Private medical insurance

Pension contribution

Qualifications

• Experience in customer success or a related field.
• Strong understanding of fintech or adviser platforms.
• Calm under pressure with excellent communication skills.

Responsibilities

• Lead escalations, investigate issues, and communicate solutions.
• Monitor customer health and analyze trends to drive improvements.
• Support collaboration between internal teams and customer firms.

Skills

Problem-solving

Data analysis

Communication

Collaboration

Customer service

Job description

Overview

Hybrid role to be based in our London or Edinburgh office.

About Seccl: Seccl is the Octopus-owned embedded investment platform that’s on a mission to help more people to invest – and invest well. We’re B-Corp certified with strong product-market fit and early traction. We’re part of Octopus, a multi billion group, with brands like Octopus Energy, Octopus Investments and Octopus Money.

Check out the Seccl website for the latest on our products and our mission to shape the future of investments.

The role

Make complex problems disappear. We’re on a mission to allow anyone to invest, and invest well, while being looked after along the way. As we grow, we’re looking for a customer success manager who thrives on untangling problems, building strong relationships, and making things happen. You’ll act as the go-to escalation point for our customers — helping solve complex issues, drive delivery excellence and keep everyone pulling in the same direction. If you’re calm under pressure, data-savvy and great with people, we’d love to hear from you.

On a typical day you will…

• Lead escalations with confidence – investigate complex issues, own the resolution process and keep communication clear across internal teams and customers
• Solve problems with technical depth – dig into data, systems and workflows to identify root causes and deliver the right fix
• Champion collaboration – act as the bridge between internal teams and our customer firms, ensuring we’re aligned and tackling the right problems
• Enable and educate – support frontline colleagues with guidance, contribute to knowledge articles and help shape best practice
• Improve how we work – spot recurring issues, suggest smarter processes, and support the adoption of automation and tooling
• Stay compliant and customer-first – ensure everything we do meets regulatory requirements and delivers excellent outcomes for our firms
• Turn data into insights – monitor customer health, analyse query trends and share findings that drive continuous improvement

This role’s for you if...

• You’re confident handling escalations and thrive on solving complex problems
• You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services
• You’re comfortable with technical detail – you’ve possibly worked with APIs or system integrations before
• You think in systems and data – turning patterns and trends into actionable improvements
• You’re calm, clear and credible in your communication, whether with a customer or presenting to stakeholders
• You’re curious, collaborative and driven to make things better – for our customers, our team and our processes

This role isn’t for you if.

• You rely on a lot of top-down direction. Here, you’ll have freedom and ownership and be expected to shape your own progression
• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to act quickly and think on your feet
• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen
• You don’t like change. You’ll fit in if you relish the ambiguity of rapid growth and embrace uncertainty

What’s In It For You

We offer a generous mix of benefits for the things that really matter to our people, including:

• A salary between £50,000 and £60,000 – dependant on experience, reviewed annually
• 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days per year for Dependant leave
• Two volunteering days per year
• Length of service award – one month paid sabbatical at eight years
• 6% employer pension contribution, and life assurance
• Private medical insurance with AXA Health
• Enhanced Parental leave
• MacBook and up to £500 home office set up budget
• £750 per person learning budget
• Option to work abroad for up to six weeks a year
• Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace
• Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing via Octopus Legacy
• Perkbox – Flexi-points with discounts and perks including free weekly coffee, gym and retail discounts
• Initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

Our culture

We’re proud to put people first, with a culture that listens to what matters to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Interview process

Interviews are a two-way conversation. Our process is conversational, so come with questions and be curious. We’ll close the role once we have enough applications, so apply soon and expect to hear within one to two weeks. We are committed to a diverse and inclusive company; all applicants will be considered for employment without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity or disability status. If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!

Compensation Range: £50K - £60K