Customer success manager

Edinburgh or London, Hybrid 2 days per week in office

Seccl is the Octopus-owned embedded investment platform that’s on a mission to helping more people to invest – and invest well.

We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better. We've been growing fast and will scale even faster over the next few years.

We’re also proud to be part of Octopus, the £multi billion group that's on a mission to breathe new life into broken industries, through companies like Octopus Energy, Octopus Investments and Octopus Money.

Check out the Seccl website for the latest on our products and our mission to shape the future of investments.

This role is responsible for managing a portfolio of customer firms, leading relationships with key firm operational teams and delivering at pace. Customer success managers own escalations, support the wider team, and ensure the seamless resolution of intricate customer problems. In order to do this, you’ll have a deep understanding of firm businesses, our technology capability and our ops, product and engineering functions to ensure strong collaborative delivery.

In this commercially significant role, you’ll be our customers’ go-to escalation point, a cross-functional problem solver and be at the forefront of spear heading delivery improvements for ongoing customer experience excellence.

• Managing a portfolio of assigned customer firms, making sure they feel informed, supported and set up to succeed

• Owning operational relationships with key firm teams, building trust and understanding how each firm works

• Leading escalations with confidence, investigating complex issues and keeping communication clear across customers and internal teams

• Digging into systems, data and workflows to understand root causes and support the right fix

• Acting as the bridge between customer firms and internal teams, helping everyone stay aligned on the right priorities

• Identifying opportunities to improve how firms use our UI, tools and processes, including training, workshops and self-service support

• Monitoring customer health, sentiment, support tickets and recurring issues to spot risks early and drive action

• Reviewing operational workflows, sharing best practice and suggesting smarter ways of working

• You are confident handling escalations and thrive on solving complex problems

• You have solid knowledge of fintech or adviser platforms and understand operational processes in financial services

• You are comfortable with technical detail, including systems, APIs, integrations, data and operational workflows

• You can turn patterns, trends and raw data into clear insights and practical recommendations

• You build strong relationships and can lead open, sometimes challenging conversations with customers and stakeholders

• You are highly collaborative and enjoy working across different teams to get things done

• You are curious, proactive and always looking for ways to improve the customer experience

• You are comfortable balancing multiple customer firms, priorities and moving parts at once

• You rely on a lot of top-down direction. Here, you’ll have a lot of freedom and ownership of your role, and you’ll be expected to shape your own progression

• You’re not comfortable working in a fast-paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet

• You struggle to follow through on ideas. We value people who do what they say they will. If you care about something, you have the freedom here to make it happen

• You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty

We offer a generous mix of benefits for the things that really matter to our people, including:

💰 A salary between £50,000 and £65,000 – dependant on experience + reviewed annually

🌴 27 days holiday + bank holidays (some can be flexible) + day off on your birthday + three days (full time) per year for Dependant leave

💙 Two volunteering days per year

🌎 Option to work abroad for up to six weeks a year

🌟 Secclbrate - our recognition programme that offers a mix of flexible rewards including extra pay, additional holiday and increased learning budget

🏅 Length of service award – one month paid sabbatical at eight years

✅ 6% employer pension contribution, and life assurance

🏥 Private medical insurance with AXA Health

👪 Enhanced Parental leave

💻 MacBook and up to £500 home office set up budget

📖 £750 per person learning budget

🌻 Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace

🌱 Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will writing offering via Octopus Legacy

🎁 Perkbox – Flexi-points giving you a range of discounts and perks including free weekly coffee, gym and retail discounts

🚲 Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing

We're proud to put people first, creating a culture where we truly listen to what matters most to them. Our transparent and inclusive environment encourages diversity of thought, challenge and experimentation.

Check out our Glassdoor page for the latest reviews or our LinkedIn for company updates and insights from the team.

Interview process

Interviewing is a two-way thing, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you. Our interviews are conversational, so come with questions and be curious. In general, you can expect the interview process to look a bit like this, (following an initial chat with one of our Talent team):

• First stage – 45 mins competencies-based interview with the hiring manager

• Second stage – one-hour technical interview or assessment

• Final stage – 45 mins bar-raiser culture-based interview

⏳ We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out and you should expect to hear back from us within one to two weeks of applying.

🌈 Our aim is to build a diverse and inclusive company of awesome people, with unique skills, passions and experiences. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If this sounds like your kind of thing, we encourage you to apply even if you don’t tick every box. We’d love to hear from you!