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We’re B‑Corp certified with an amazing product‑market fit, impressive early traction and the potential to transform an outdated industry, for the better.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