Customer Success Manager & Product Specialist

Octus; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global provider of credit intelligence is seeking a Product Specialist to manage customer success in London. In this hybrid role, you will become a subject matter expert on Octus’ data products and collaborate with various teams to meet complex client needs. Key responsibilities include managing post-sale activities, monitoring key performance indicators, and influencing product decisions based on customer feedback. The ideal candidate has 3+ years of customer-facing experience, particularly in tech or financial services, and possesses a strong curiosity and passion for learning. Join a fast-growing company that values teamwork and innovation.

Benefits

Career development opportunities

Team-oriented culture

Collaboration with commercial and tech teams

Qualifications

• 3+ years of working experience in a customer facing role, ideally in tech or financial services.
• Self-starter who is diligent and organized but adaptable.
• Curiosity and a passion for learning.

Responsibilities

• Become a data product and expansion SME, collaborating with various teams.
• Manage the entire customer post-sale, from project planning to onboarding.
• Coordinate technical aspects and develop training programs.
• Analyze customer feedback to influence the product roadmap.
• Support the management of a global book of accounts.
• Develop relationships and drive usage for your book of business.
• Monitor key performance indicators and strategize outreach efforts.
• Collaborate with the Product Specialist team and cross-functional groups.

Skills

Customer facing experience

Diligent and organized

Adaptability

Curiosity and a passion for learning

Job description

Overview

London, England, United Kingdom

Octus

Octus is a leading global provider of credit intelligence, data, and analytics. Since 2013, tens of thousands of professionals across hedge fund, investment banking, management consulting, and law firm verticals have come to rely on Octus to make better, faster, and more confident decisions in pace with the fast-moving credit markets. For more information, visit: https://octus.com/

Role: Product Specialist (Customer Success Manager) in a hybrid role based in London.

Responsibilities

• Become an Octus data product and expansion subject matter expert (SME). Collaborate with various customer teams, including security, technology, data, compliance, investment, and operations, to address complex client needs.
• Manage the entire customer post-sale, from project planning through expansion onboarding, training, progress monitoring, reporting, and proof of concepts.
• Coordinate technical aspects, develop training programs, communicate with stakeholders at all levels (including C-suite executives), provide strategic advice, and ensure a seamless handover to the ongoing support team.
• Analyze and channel customer business objectives and feedback with business owners, Product, Commercial, and other senior stakeholders to influence product roadmap.
• Support the management of global book of accounts to understand their business drivers and goals and ensure they are sticky with the Octus product suite.
• Develop key relationships and drive usage for your book of business, educating them on best practices for using their subscription, gathering feedback and providing updates on new functionalities/databases. Re-engage customers when feature gaps are closed.
• Work closely with the sales team to monitor the client’s platform usage and share findings from client interactions, including potential expansion opportunities to ensure customer growth.
• Monitor key performance indicators across accounts and strategize outreach efforts through emails, phone calls and in-person meetings to maximize usage and adoption.
• Collaborate with other members of the Product Specialist team and cross-functional groups to drive commercial growth and innovation.

Requirements

• 3+ years of working experience in a customer facing role, ideally in tech or financial services
• A self-starter who is diligent and organized but adaptable
• Curiosity and a passion for learning

What we offer

• Develop your career at a fast growing technology company where your voice is heard and culture matters
• Join a group of effective and passionate customer success managers and product specialists that fosters teamwork, open communication and innovation
• Collaborate with wider commercial team along with other departments including tech, product and editorial

Equal Employment Opportunity

Octus provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Octus complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Octus is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, pregnancy, veteran status, or any other legally protected status. We strive to create an inclusive and diverse work environment where all individuals are valued, respected, and treated fairly. We believe that diversity enriches our workplace and enhances our ability to innovate.