Customer success manager

Hybrid role to be based in our London or Edinburgh office.

About Us

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We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better.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.

The role

Make complex problems disappear! At Seccl, we’re on a mission to allow anyone to invest, and invest well...and be looked after along the way. As we grow, we’re looking for a customer success manager who thrives on untangling problems, building strong relationships, and making things happen.

You’ll act as the go-to escalation point for our customers - helping solve complex issues, drive delivery excellence and keep everyone pulling in the same direction. If you’re calm under pressure, great with data and even better with people, we’d love to hear from you.

On a typical day you will…

• Own escalations – you’ll be the steady hand when things get tricky, leading communications and coordinating resolution across product, engineering and ops teams
• Champion collaboration – act as the link between internal teams and our customer firms, ensuring we’re aligned and solving the right problems
• Build strong relationships – get to know the operational teams at our customer firms inside-out, becoming a trusted advisor and their voice inside Seccl
• Deliver the customer success framework – lead regular check-ins, training sessions and workshops that keep our customers empowered and informed
• Drive delivery improvements – spot friction, suggest smarter ways of working, and help us deliver faster and better
• Use data to add value – monitor customer health through data and feedback, identify risks early, and use insights to guide improvements

This role’s for you if...

• You have solid knowledge of fintech or adviser platforms and understand how Seccl fits in the bigger picture
• You’re confident managing escalations and complex queries, even when information is patchy
• You love working across functions and keeping lots of moving parts aligned
• You’re data-savvy - able to turn tickets and trends into meaningful insights
• You communicate clearly, calmly and confidently - whether you're with a client or presenting internally
• You’re curious, collaborative, and always looking to make things better

This role isn’t for you if. ..

• 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

What’s In It For You…

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

A salary between £50,000 and £60,000 – 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

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

Option to work abroad for up to six weeks a year

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

Our culture

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.

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!