Customer Success Manager

Octopus Legacy Limited; West of England; Remote; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Share incentive

27 days holiday

Work from anywhere

Health & Life Insurance

Pension scheme

Enhanced parental leave

Will & LPAs

Cycle to Work

EV Salary Sacrifice

Charitable giving

Entrepreneurship program

Dog-friendly office

Job summary

Octopus Legacy is building a founding Customer Success team and seeks a Customer Success Manager to own day-to-day running, performance and development of the team, spanning bereavement support, onboarding and executor help, while aligning with New Business.

You will shape processes, coach a fast-paced team, manage targets (CSAT, first contact resolution), and collaborate with Tech and Product on the CRM and tools as the business scales across the UK.

Qualifications

• Deeply empathetic with a people-first approach.
• Experienced people leader with track record in customer success, sales, or advisory.
• Comfortable operating in ambiguity and delivering structure and momentum.

Responsibilities

• Stand up and run the founding customer success team, uniting bereavement support and onboarding activities.
• Design processes, playbooks and rotas for a still-shaping role and keep them evolving.

Skills

Empathetic leadership

People management

Performance coaching

Ambiguity tolerance

Data-driven

Calm under pressure

Prioritisation

Job description

The Company

We’re Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK’s most exciting and best-trusted group, and we have a mission. We’re on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

We can’t do it alone, and that’s why we’re assembling a team of top performers to build with us. Ready to be part of something big?

The Role

Our Customer Success team are the single point of contact for customers after a death, guiding them from the very first bereavement call through to the administration of the estate. We’re standing this team up now, ahead of the technology build, and we need someone to run it and shape it.

As the Customer Success Manager, you’ll own the day-to-day running, performance and development of our founding customer success team. You’ll bring people together from across New Business and our bereavement support line into one team, make sure they’re set up to give customers an exceptional experience while hitting their targets, split work sensibly across the day, coach people to do their best, and keep the team motivated through a period of real change and growth.

The Customer Success model is new and still being shaped: the journey, the touchpoints, the targets, and the software around it. There will be ambiguity and a lot of moving parts. Your job is to thrive in that, bringing operational structure, calm and momentum, and helping your team feel supported and reassured as we shape the role and its tooling together.

Key Responsibilities

• Stand up and run the team: bring the probate sales and our bereavement support line together into one customer success team, and own its day-to-day, splitting work sensibly across the bereavement call, concierge, the probate quote, onboarding and executor support, and adjusting as priorities shift through the day.
• Build the structure and ways of working: design the processes, playbooks and rotas for a role that is still being shaped, and keep them evolving as we learn what works.
• Own performance against targets: ensure the team consistently hits KPIs across our operational excellence, customer experience and estate administration targets, keeping support-quality measures separate from conversion, spotting trends early and acting on them.
• Coach and develop: run regular 1-1s that build trust and give honest feedback, set lower performers clear and supportive plans to improve, and stretch everyone to do their best work in line with our values.
• Help us hire and scale: build the team ahead of the climb in volumes, playing an active role in bringing new hires in, from interviewing through to selection and onboarding.
• Shape the software around the role: work with Tech and Product on the apps we are bringing into Ollie now, and on the unified CRM that will let the team take the journey end-to-end, feeding in the features your team needs most.

Who Are You?

• Deeply empathetic: you never lose sight of the person behind the case, and you build a team that holds that same care for every grieving customer.
• An experienced people leader who has run, coached and grown a team, ideally in customer success, sales, advisory or a similarly fast-paced environment.
• An operator at heart who thrives in ambiguity and chaos, and instinctively brings structure, process and momentum where there isn’t yet any.
• Someone who gets the best out of others: motivating high performers and patiently lifting those who are finding it harder.
• Comfortable with numbers and targets, able to read team performance data and turn it into action.
• Calm and clear under pressure, especially when conversations, with grieving customers or your team, are tough or emotional.
• Organised and decisive, able to juggle competing priorities and make quick calls on workload and cover.
• Commercially aware, with a genuine instinct for what’s right for the customer.
• Comfortable building in the open: happy to shape a role and its tooling as you go, and to change course as we learn.
• A team player who leads with kindness and genuinely cares about doing meaningful work.

What success looks like

• One advisor per customer. The single-point-of-contact model holds - customers no longer get passed between people across their journey.
• Top-of-business service quality: Develop a team with clear targets including CSAT 4.9+, complaints under 1%, 90% first-contact resolution and the personalised plan delivered within 2 hours of the call.
• Launching a new team: This role requires an individual to launch a completely new team which will in turn transform the way estate administration is dealt with across the UK. Think setting up new processes, defining structure and reporting directly to the senior team.
• Scales without quality dropping: developing team onboarding plans and structured growth programmes to ensure the team scales at a rapid pace while maintaining quality
• Launching a CRM: We’re currently building our own CRM. This role requires close work with both the tech and operation teams to ensure the smooth launch while continually identifying areas to improve this.
• Bringing AI to the frontier: We’re an AI Led tech business. Successful use of AI will be a key part of within this role, helping us scale quicker and deliver a better customer experience

Why You’ll Love It Here

• As a customer-first company, the customer success team is our most critical function for meeting our growth goals, so the work you and your team do sits right at the heart of the business.
• We’re part of a group that believes work should mean something. You’ll be trusted to do what’s right, supported to grow, and encouraged to shape the way we work.
• You’ll be part of a team you can truly count on, colleagues who support each other and put customers first, every day.
• You’ll be building something from the ground up, helping define what great leadership looks like in our founding customer success team.
• A fast-growing business with real room to learn, grow and influence change.
• Competitive package, great benefits and clear opportunities to progress.

Our Mission

Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals. We take these cold processes and turn them into something more human, letting people share more than money: voice notes, music, recipes. A legacy that connects them while they’re here, and after they’re gone.

Founded by Sam after his mum died suddenly, we’re a group of people who work in death because we’ve been affected by it. We know the difference a good plan makes, and what it’s like when there isn’t one. We see a world where people talk openly about death and work out the real meaning of legacy, one that connects to them. We’re here to make that world happen.

Benefits

• Octopus share incentive scheme.
• 27 days holiday + an extra day off for your birthday.
• Work from anywhere in the world for up to 4 weeks per year.
• Vitality Health & Life Insurance.
• Pension scheme.
• Enhanced parental leave.
• Free Will & LPAs + discounts on other Octopus services.
• Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
• Octopus Giving: we match any charitable fundraising you do up to £500.
• Octopus Springboard: where we help our employees become fully‑fledged entrepreneurs.
• Dog-friendly office, breakfast every day, snacks and wellness activities.

We know that to be truly innovative we need a diverse team around us. That’s why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.