Customer Success Executive B2B

This is a rare opportunity to join a fast-growing mission-led business thats transforming how people access financial advice. We partner with HR and Reward teams to bring financial wellbeing into the workplace and as Customer Success Executive youll support the onboarding journey and day-to-day relationship for our employer clients acting as the go-to resource for HR contacts and working closely with our Customer Success Lead. Youll need to be organised and confident managing multiple moving parts to keep things running smoothly in a fast-paced environment and youll be surrounded by a team that moves fast thinks sharply and cares deeply about the mission.

About Octopus Money

At Octopus Money were 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.

Theres 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 youre a workplace supporting your employees financial health or a firm that wants to offer affordable advice to your customers we hope youll join us.

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

The role and opportunity

Youll support the Customer Success team in working with HR and Reward leaders from top UK workplaces helping guide new employer clients through onboarding and building trusted day-to-day relationships as their services roll out to colleagues. This isnt just another customer support role its a chance to be part of something that genuinely matters and to help build a category-defining business.

We believe curious problem-solvers who obsess over customer outcomes deserve to grow into future stars here. Youll report to the Customer Success Lead and work closely with the wider Commercial team thriving if you bring initiative autonomy and team spirit to everything you do staying on top of timelines flagging insights and always looking for ways to solve for the customer.

Day to day you will

• Support new employer clients through onboarding helping guide them through a smooth well-communicated rollout of the benefit
• Manage relationships with our SMB to mid-market employer clients day-to-day making sure each one sees ongoing value from the financial wellbeing benefit
• Build and run fun engaging campaigns with HR contacts to get employees excited about the benefit
• Track and report on key customer success metrics and deliver regular reporting to employers so they can see the impact on their workforce
• Help keep accounts on track by staying on top of timelines tasks and communications from launch through to ongoing check-ins
• Take ownership of inquiries and complaints actively finding solutions to resolve them quickly and efficiently
• Share what youre hearing from customers with the wider team flagging insights that could improve the product or experience
• Bring warmth curiosity and a go-getter attitude to every interaction we want our clients to genuinely enjoy working with us

About you

A genuine desire to help people. Were a mission-driven business so its important that you can show a passion for helping people improve their lives.

Customer obsession. You get obsessed with solving problems for your customers. Even without direct customer experience you have a track record of fixing problems and working tirelessly until youve found a solution youre happy with.

Build relationships that stick. You earn trust with senior stakeholders through credibility insight and always having their best interest at heart.

If you can do most of these wed like to hear from you. If youre missing one or two but the rest sounds like you apply anyway!

• 1 years experience in a customer-facing role where youve owned relationships and solved problems day-to-day
• Experience managing multiple projects simultaneously balancing competing priorities without dropping the ball
• Confident analysing and interpreting data using Excel / Google Sheets to track performance and inform decisions
• Some exposure to CRM or CS tools (e.g. HubSpot Salesforce Intercom) nice to have not essential
• A challenger mindset youre 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

Starting salary of depending on experience benefits

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

Youll get:

• Hybrid working with 3 days in the office each week (Tuesday - Thursday)
• 18 days a year working from anywhere (for non regulated roles)
• Performance-based bonus
• Company pension
• Private medical insurance
• Enhanced parental leave
• Birthday day off
• A supportive team who care about what they do
• The chance to help people improve their lives

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.