Customer Success Team Leader

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for an outstanding people manager to run one of our high performing Customer Success Teams in London. You will lead a team of Account Managers who own the B2B2C relationship with some of our Salary Sacrifice customers. 

After our Business Development team wins a new client, your team is responsible for supporting their launch, growing the relationship and ensuring we retain them. In short, the role is to make sure the relationship is a roaring success for our customers, their employees and Octopus EV. 

A genuine passion for team leadership and customer experience is a must, along with strong commercial acumen and an ability to drive efficiencies and growth. 

You will be managing a team of 6 Account Managers, working closely with 2 other teams of Account Executives, and internal teams such as Onboarding, Marketing, and Operations. We have 30 people in Customer Success at the moment and this will continue to grow!

What you'll do...

• Team Leadership and Development: -Provide guidance and support to a team of Account Managers, to ensure they deliver exceptional customer experiences and meet their performance goals -Build strong relationships with senior stakeholders within key accounts, acting as a senior escalation point
• Customer Success Strategy: -Develop a scalable, repeatable playbook of customer success strategies aligned with Octopus Electric Vehicles' goals -Stay up-to-date with industry trends, best practices, and competitor offerings
• Performance Monitoring and Reporting: -Establish and monitor KPIs to measure team and individual performance -Generate insightful reports on customer success metrics, presenting findings, recommendations and regular updates to senior leadership
• Continuous Improvement: -Analyse customer feedback and trends to identify areas for improvement -Take proactive measures to improve growth, retention and efficiency -Implement continuous improvement initiatives to enhance the overall customer experience
• Collaboration: -Work closely with onboarding, sales, marketing and other internal teams to align customer success efforts with overall business objectives -Collaborate with cross-functional teams to integrate customer feedback into product development and service enhancements -Act as a liaison between customers and internal teams to address and resolve issues effectively

What you'll need...

• Experience leading a high performing B2B Customer Success/Account Management team
• Extensive experience in leading relationships with, retaining, and growing enterprise-sized clients
• Commercially minded, with solid experience negotiating contracts and commercial optimisation
• Strong understanding of account management practices
• To be a passionate, energetic and positive leader
• To be a relationship builder (at all levels within a business), and a trusted partner for B2B clients
• Exceptional communication and presentation skills
• To thrive working in start-ups / scale-ups
• To be super organised and efficient, enjoying creating simple processes and partnering with internal teams to deliver ongoing improvements
• To have a ruthless focus on the customer, and delivering customer value
• To be a problem solver who remains calm under pressure and adept at handling challenging customer situations
• Knowledge of employee benefits would be great but not crucial. No prior experience of working within EVs or leasing is required

Why else you'll love it here

• Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
• Octopus Energy is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! Octopus Electric Vehicles and Octopus Energy won best company to work for in 2024 in their respective categories, on Glassdoor we were voted 50 best places to work in 2022 and our Group CEO, Greg has recorded a podcast about our culture and how we empower our people
• Visit our perks hub - Octopus Employee Benefits