Customer Success Manager

We're Octopus Legacy: one of the fastest-growing tech companies in the country, part of the UK's most exciting and best-trusted group, and we have a mission. We're on a path to scale, aiming to become a household name while transforming a long-established industry and helping our customers prepare for, and find support after, death.

We can't do it alone, and that's why we're assembling a team of top performers to build with us. Ready to be part of something big?

Our Customer Success team are the single point of contact for customers after a death, guiding them from the very first bereavement call through to the administration of the estate. We're standing this team up now, ahead of the technology build, and we need someone to run it and shape it.

As the Customer Success Manager, you'll own the day-to-day running, performance and development of our founding customer success team. You'll bring people together from across New Business and our bereavement support line into one team, make sure they're set up to give customers an exceptional experience while hitting their targets, split work sensibly across the day, coach people to do their best, and keep the team motivated through a period of real change and growth.

The Customer Success model is new and still being shaped: the journey, the touchpoints, the targets, and the software around it. There will be ambiguity and a lot of moving parts. Your job is to thrive in that, bringing operational structure, calm and momentum, and helping your team feel supported and reassured as we shape the role and its tooling together.

• Stand up and run the team: bring the probate sales and our bereavement support line together into one customer success team, and own its day-to-day, splitting work sensibly across the bereavement call, concierge, the probate quote, onboarding and executor support, and adjusting as priorities shift through the day.
• Build the structure and ways of working: design the processes, playbooks and rotas for a role that is still being shaped, and keep them evolving as we learn what works.
• Own performance against targets: ensure the team consistently hits KPIs across our operational excellence, customer experience and estate administration targets, keeping support-quality measures separate from conversion, spotting trends early and acting on them.
• Coach and develop: run regular 1-1s that build trust and give honest feedback, set lower performers clear and supportive plans to improve, and stretch everyone to do their best work in line with our values.
• Help us hire and scale: build the team ahead of the climb in volumes, playing an active role in bringing new hires in, from interviewing through to selection and onboarding.
• Shape the software around the role: work with Tech and Product on the apps we are bringing into Ollie now, and on the unified CRM that will let the team take the journey end-to-end, feeding in the features your team needs most.

• Deeply empathetic: you never lose sight of the person behind the case, and you build a team that holds that same care for every grieving customer.
• An experienced people leader who has run, coached and grown a team, ideally in customer success, sales, advisory or a similarly fast-paced environment.
• An operator at heart who thrives in ambiguity and chaos, and instinctively brings structure, process and momentum where there isn't yet any.
• Someone who gets the best out of others: motivating high performers and patiently lifting that those who are finding it harder.
• Comfortable with numbers and targets, able to read team performance data and turn it into action.
• Calm and clear under pressure, especially when conversations, with grieving customers or your team, are tough or emotional.
• Organised and decisive, able to juggle competing priorities and make quick calls on workload and cover.
• Commercially aware, with a genuine instinct for what's right for the customer.
• Comfortable building in the open: happy to shape a role and its tooling as you go, and to change course as we learn.
• A team player who leads with kindness and genuinely cares about doing meaningful work.

What success looks…