Customer success manager

Edinburgh or London, Hybrid 2 days per week in 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We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better.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

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.

On a typical day you will be…

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

This role’s for you if...

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

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 £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

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.

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

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.

How much does the Customer success manager role at Seccl pay?

The Customer success manager position at Seccl pays GBP 50k-65k/year . Compensation may vary based on experience and location.

Is the Customer success manager role at Seccl remote?

Yes — Seccl is hiring this Customer success manager as a remote role, with a preference for candidates in London, England, Scotland, England. You can apply from anywhere unless the listing specifies a region.

What skills are required for the Customer success manager role at Seccl?

This Customer success manager role is associated with the following skills and technologies:

• Customer Support
• Manager
• Finance
• Remote
• OperationsWeb3

Read the full job description above for the complete list of requirements.

Is the Customer success manager role at Seccl full-time or contract?

Seccl is hiring this Customer success manager as a full time position.

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