Customer Success Executive

Who you are

• We believe curious problem-solvers who obsess over customer outcomes deserve to grow into future stars here
• A genuine desire to help people. We're a mission-driven business, so it's 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 you've found a solution you're happy with
• Build relationships that stick. You earn trust with senior stakeholders through credibility, insight, and always having their best interest at heart
• 1+ years' experience in a customer-facing role where you've 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 — you're 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
• If you can do most of these, we'd like to hear from you. If you're missing one or two but the rest sounds like you, apply anyway!

What the job involves

• You'll 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 isn't just another customer support role, it's a chance to be part of something that genuinely matters and to help build a category-defining business
• You'll 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
• 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 you're 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

Benefits

• 18 day “work from anywhere” allowance every year (you can choose to work from home or anywhere, including other countries)
• 6% company pension
• Enhanced maternity, paternity, adoption or shared parental leave, if you’ve been with us for at least 15 months: 6 months fully paid leave for primary carers, 2 months fully paid leave for secondary carers
• Private health insurance through Aviva
• Employee Assistance Programme offering a 24/7 confidential advice line for you and your immediate family members
• Discretionary up to 10% bonus at the end of each financial year, based on the performance of the company
• Access to the Octopus Group Share Incentive Plan
• Paid therapy via Spill