Customer success manager

Seccl Technology Limited; City Of London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading embedded investment platform is seeking a Customer Success Manager to tackle complex problems, ensure customer satisfaction, and drive delivery excellence. This hybrid role, based in London or Edinburgh, requires strong communication, technical knowledge, and a passion for improving customer experiences. The company offers a competitive salary, 27 days of holiday, and comprehensive benefits including private medical insurance and a learning budget.

Benefits

27 days holiday plus bank holidays

Enhanced parental leave

6% employer pension contribution

Private medical insurance

Learning budget of £750

Home office setup budget of £500

Option to work abroad for up to six weeks a year

Qualifications

• Confidence in handling escalations and solving complex problems.
• Solid knowledge of fintech or adviser platforms.
• Comfort with technical detail related to APIs or system integrations.
• Ability to think in systems and data.

Responsibilities

• Lead escalations by investigating complex issues and owning resolution processes.
• Dig into data, systems, and workflows to identify root causes.
• Act as a bridge between internal teams and customers.
• Support colleagues, contribute to knowledge articles, and shape best practices.
• Identify recurring issues to suggest smarter processes.

Skills

Problem solving

Communication

Technical knowledge

Data analysis

Job description

Overview

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Customer success manager

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

About us

Seccl is the Octopus-owned embedded investment platform that's on a mission to helping more people to invest - and invest well.

We're B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.

We're also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies 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! At Seccl, we're on a mission to allow anyone to invest, and invest well...and be 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, great with data and even better 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 - make sure 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 - maybe you've 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 a lot of freedom and ownership of your role, and you'll 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 be able 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 get on great here if you relish the ambiguity of rapid growth and are willing to 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 (full time) 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 offering via Octopus Legacy
• Perkbox - Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts
• Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

Our culture

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team.

Interview process

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious.

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out and you should expect to hear back from us within one to two weeks of applying.

Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, 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!