Customer Success Executive B2B New Holborn, London

This is a rare opportunity to join a fast-growing, mission-led business that's 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 you'll 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.

You'll need to be organised and confident managing multiple moving parts to keep things running smoothly in a fast-paced environment, and you'll be surrounded by a team that moves fast, thinks sharply, and cares deeply about the mission.

At Octopus Money, we're 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. 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 you're a workplace supporting your employees' financial health or a firm that wants to offer affordable advice to your customers, we hope you'll join us. We believe everyone deserves personal, 1-to-1 advice with their money.

The role and opportunity: 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.

We believe curious problem-solvers who obsess over customer outcomes deserve to grow into future stars here. 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.

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 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.

About you:

• 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.
• 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!

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.

Starting salary of £30,000–£40,000 depending on experience + benefits. We want people to grow here, to feel supported and to feel proud of the impact they make!

You’ll 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.

Please note - we do not have a sponsorship license so are unable to sponsor applicants. We are committed to providing a fair and accessible recruitment process. If you have a disability or long-term health condition, please let us know if there are any reasonable adjustments you may need to assist you with your application or during the interview stage.