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About the Role
This role involves owning a portfolio of employer clients end-to-end, acting as a trusted partner for HR and Reward leads. You will manage accounts with autonomy, setting plans, identifying risks, growing engagement, and ensuring client renewals by demonstrating value. You will work closely with the Customer Success Lead and be part of a fast-paced, mission-driven team.
Responsibilities
- Own a portfolio of SMB to mid-market employer clients end to end, acting as their main point of contact from launch through to renewal
- Support the Customer Success Lead on enterprise accounts, assisting with onboarding, campaigns, reporting, and relationship management
- Lead onboarding for new clients, establishing clear timelines and success measures for smooth rollouts
- Build account plans with HR and Reward stakeholders, agreeing on goals and reviewing progress through regular check-ins and business reviews
- Drive retention and renewals by tracking account health, identifying risks early, and taking proactive action
- Identify opportunities for account growth, such as expanding the benefit to more employees, exploring different funding models, or generating additional revenue
- Design and execute engaging campaigns with HR contacts to increase employee excitement and adoption of the benefit
- Own reporting for accounts, tracking key customer success metrics and translating data into clear insights on workforce impact
- Manage escalations and complaints, resolving them quickly and fairly, and involving relevant internal teams as needed
- Share client feedback with the Product and wider team to improve Customer Success playbooks and processes
Requirements
- 1-2 years of experience in an account management or customer success role, managing B2B accounts
- Proven track record of retaining and growing accounts, with experience in renewals or expansion conversations
- Confidence in building relationships with senior stakeholders and conducting structured check-ins or business reviews
- Experience managing multiple accounts and projects simultaneously, balancing competing priorities effectively
- Proficiency in analyzing and interpreting data using Excel/Google Sheets to track account health and performance
- Hands-on experience with a CRM or CS tool (e.g., HubSpot, Salesforce, Intercom)
- A challenger mindset, unafraid to question assumptions, propose new ideas, and advocate for the best client and business outcomes
- A passion for making personal finance more accessible to everyone
- Background checks including adverse financial and unspent convictions will be conducted upon a successful job offer
Skills
- Account Management
- Customer Success
- B2B Account Ownership
- Relationship Building
- Stakeholder Management
- Data Analysis
- CRM/CS Tool Proficiency
- Project Management
- Campaign Design and Execution
- Reporting and Insight Generation
- Problem-Solving
- Commercial Acumen
- Customer Obsession
- Communication
Location
- UK
Work Type
- Hybrid working (3 days in office)
- 18 days a year working from anywhere
Experience Level
- 1-2 years experience
Salary/Compensations
- £38,000–£45,000
Benefits
- Performance-based bonus
- Share Incentive Plan
- Company pension
- Private medical insurance
- Enhanced parental leave
- Return to Work coaching
- Birthday day off
About the Company
- Octopus Money is on a mission to make money advice accessible to all, transforming how people access financial advice by partnering with HR and Reward teams to bring financial wellbeing into the workplace.
- Octopus Group is a privately-owned business focused on building businesses designed to outlast it and improve things for future generations.
- The group has a history of building successful businesses like Octopus Energy, Octopus Legacy, amicable, Aurora, Seccl, Octopus Investments, and Octopus Capital.
- Octopus Group fosters entrepreneurship through programs like Springboard, which allows employees to pitch ideas for funding.
Equal Opportunity
- 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.