Customer Success Executive B2B

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. As Customer Success Executive, you'll own a portfolio of employer clients end to end - from onboarding through to renewal - and be the trusted partner for their HR and Reward leads.

You'll work closely with our Customer Success Lead, but you'll run your accounts with real autonomy: setting the plan, spotting risk early, growing engagement and making sure every client renews because they can see the value. You'll be surrounded by a team that moves fast, thinks sharply, and cares deeply about the mission.

About Octopus Money

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.

There's 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 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 own a book of SMB to mid-market employer clients, working directly with HR and Reward leaders at top UK workplaces. You'll guide new clients through onboarding, then take full responsibility for the health, engagement and retention of each account as the benefit rolls out to their colleagues. You'll also support the Customer Success Lead on our enterprise accounts, giving you exposure to our largest and most complex clients. 

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 Sales, Marketing and Product across the wider Commercial team. You'll thrive if you take ownership, make decisions with confidence and help shape how we run Customer Success as we scale.

Day to day you will

• 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 our enterprise accounts, helping with onboarding, campaigns, reporting and day-to-day relationship management for our largest clients
• Lead onboarding for new clients, setting clear timelines and success measures so every rollout lands smoothly
• Build account plans with HR and Reward stakeholders, agreeing goals and reviewing progress at regular check-ins and business reviews
• Drive retention and renewals by tracking account health, spotting risk early and acting on it before it becomes a problem
• Find opportunities to grow accounts, such as extending the benefit to more employees, unlock different funding models or additional revenue
• Design and run engaging campaigns with HR contacts to get employees excited about the benefit and lift take-up
• Own the reporting for your accounts: track key customer success metrics and turn the data into clear insight on the impact for each workforce
• Take ownership of escalations and complaints, resolving them quickly and fairly, and involving the right internal teams where needed
• Share what you're hearing from clients with Product and the wider team, and help improve our Customer Success playbooks and processes as we scale

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.

Commercially minded account owner. You treat your accounts like your own. You know what makes a client renew, you notice when something's off, and you act before you're asked.

Customer obsession. You get obsessed with solving problems for your customers and keep going 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 - and you're comfortable having a challenging conversation when it's the right thing for the client.

Knowledge and skills required

• 1-2 years' experience in an account management or customer success role, owning your own book of B2B accounts
• A track record of retaining and growing accounts, with experience of renewals or expansion conversations
• Confidence building relationships with senior stakeholders and running structured check-ins or business reviews
• Experience managing multiple accounts and projects at once, balancing competing priorities without dropping the ball
• Confident analysing and interpreting data using Excel / Google Sheets to track account health and performance and inform decisions
• Hands-on experience with a CRM or CS tool (e.g. HubSpot, Salesforce, Intercom)
• 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
• Experience in HR tech, employee benefits or financial services is a bonus, but not essential

What you'll get

Starting salary of £38,000–£45,000 depending on experience.