Customer Success Specialist London, England, United Kingdom

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.

Working at Octus, we hire growth-minded innovators and trailblazers across the globe to drive our business and culture. Our core values – Action Oriented, Customer First Mindset, Effective Team Players, and Driven to Excel – define an organizational ethos that’s as high-performing as it is human. Among other perks, Octus employees enjoy competitive health benefits, matched 401k and pension plans, PTO, generous parental leave, gym subsidies, educational reimbursements for career development, recognition programs, pet-friendly offices (US only), and much more.

The Customer Success Specialist will be responsible for increasing user adoption, driving retention rates, promoting processes, and developing relationships, while also helping support the wider team. The Customer Success Specialist will possess strong communication, relationship-building, and problem-solving skills. You will be working with one of the following segments: law firms, investment banks, or buyside firms. This is a hybrid role (3 days in office per week), located in our London office.

• Become an Octus expert with a strong understanding of our products, services, and the credit investing market.
• Develop key relationships, drive usage, and reach with a wide range of subscribers through understanding each persona’s different workflows, educating them with best practices on how to use the service, gathering feedback, and providing updates on new functionalities, databases, and products.
• Lead onboarding and implementation efforts for new Octus subscribers and provide support to first-year customers to prevent churn.
• Monitor account health across a book of segment-specific accounts, identifying at-risk accounts and providing dedicated coverage alongside the account management team ahead of the renewal.
• Leverage existing customer relationships and expand the network of relevant contacts within each account to become the partner of choice for their needs.
• Proactively strategize outreach efforts through emails, phone calls, and in-person meetings.
• Act as the voice of the customer when collaborating with various internal teams across sales, editorial, product, and tech to ensure our clients’ needs are met.
• Work closely with the sales team to develop account plans, monitor our client’s platform usage, and share findings from client interactions, including but not limited to relaying new firm knowledge and potential expansion opportunities to ensure customer growth.

• Undergraduate degree, preferably in business, finance, law, or a related field.
• 0-2+ years of working experience in a customer-facing role, ideally in financial services, legal services, or with subscription-based services.
• Excellent written and verbal communication skills.
• A self-starter who is diligent and organized but adaptable.
• Demonstrated interest in financial services and learning the credit markets.

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 and succeed.