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Customer success manager

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We’re B-Corp certified with an amazing product-market fit, impressive early traction and the potential to transform an outdated industry, for the better.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

Average salary estimate

$55000 / YEARLY (est.)
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$50000K
$60000K

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What You Should Know About Customer success manager, Seccl

Are you passionate about helping others thrive in their investment journey? At Seccl, we're on a mission to revolutionize the investment landscape, and we’re looking for a Customer Success Manager to join our vibrant team in London. As a B-Corp certified company, we pride ourselves on empowering individuals to invest well. In this hybrid role, you'll be a key player in making complex problems disappear for our clients while building strong relationships and ensuring an exceptional level of service. Your natural ability to communicate and connect with customers will shine as you act as the go-to person for any escalations, coordinate with our product, engineering, and ops teams, and foster collaboration with our customer firms. You’ll lead regular check-ins and training sessions, using data insights to enable our clients and enhance their experiences. If you enjoy the thrill of solving complex queries in a fast-paced environment and have a solid understanding of fintech, this could be the perfect opportunity for you. Join us, and help shape the future of investments at Seccl, where innovation meets customer care. We can't wait to meet you!

Frequently Asked Questions (FAQs) for Customer success manager Role at Seccl
What are the main responsibilities of a Customer Success Manager at Seccl?

As a Customer Success Manager at Seccl, you will own escalations, acting as a steady hand and leading communication during tricky situations. Your role includes championing collaboration between internal teams and our customers, building trusted relationships, and delivering the customer success framework through regular training and check-ins. You'll also drive improvements and leverage data to monitor customer satisfaction and health.

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What qualifications are needed for the Customer Success Manager role at Seccl?

To excel as a Customer Success Manager at Seccl, candidates should have a solid understanding of fintech or adviser platforms. You should be comfortable managing escalations and have strong problem-solving skills to handle complex queries, even with limited information. Excellent communication abilities, both written and verbal, along with a data-savvy mindset, are vital to turn insights into actionable improvements.

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How does Seccl support the professional growth of a Customer Success Manager?

Seccl is committed to the professional growth of its employees, including Customer Success Managers. We offer a £750 learning budget per person, allowing you to invest in your development. Additionally, our culture promotes curiosity and innovation, encouraging you to explore new ideas and approaches to enhance customer success while embracing change in a fast-paced environment.

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What kind of work environment can I expect as a Customer Success Manager at Seccl?

At Seccl, the work environment is dynamic and collaborative, promoting a transparent and inclusive culture. As a Customer Success Manager, you will enjoy a hybrid working model that allows for flexibility while working in vibrant offices. You will be part of a team that values diversity of thought, experimentation, and the desire to challenge the status quo, ensuring a fulfilling and engaging work experience.

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What benefits are offered to Customer Success Managers at Seccl?

Seccl provides a generous benefits package for its Customer Success Managers, including a competitive salary between £50,000 and £60,000 based on experience, flexible holiday policies, private medical insurance, enhanced parental leave, and opportunities for international working. We value our employees' well-being and provide initiatives focused on mental health and financial wellness, ensuring a supportive work life.

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Common Interview Questions for Customer success manager
How do you prioritize tasks when managing multiple customer escalations?

To effectively prioritize tasks, begin by assessing the urgency and impact of each escalation. Make sure to communicate transparently with customers about timelines and updates, keeping them informed. Additionally, leverage data analytics to identify trends that may need immediate attention, allowing you to address critical issues quickly while delegating less urgent matters.

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Can you describe a time when you successfully built a strong relationship with a client?

Building strong client relationships is all about understanding their needs and proactive engagement. Share an example where you took the initiative to schedule regular check-ins or offered valuable insights that helped the client achieve their goals. Emphasize your strategies for open communication, trust-building, and how those actions positively impacted client satisfaction.

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What techniques do you use to gather customer feedback effectively?

Gathering customer feedback effectively requires a mix of direct outreach, structured surveys, and informal conversations. Discuss your approach to designing surveys that ask targeted questions while also encouraging open dialogue during check-ins. Highlight your ability to interpret this feedback, turning it into action plans that enhance customer experiences.

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How do you handle conflicts with internal teams while ensuring customer satisfaction?

Handling conflicts requires a diplomatic yet assertive approach. Focus on maintaining a calm demeanor and facilitating open discussions with internal teams, prioritizing the customer's needs. Share methods for finding common ground, brainstorming solutions, and ensuring that everyone is aligned toward meeting the customer's expectations while maintaining positive working relationships.

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What data analytics tools are you familiar with in a customer success context?

Familiarizing yourself with various analytics tools is crucial in a customer success role. Mention tools you have used (e.g., Salesforce, Mixpanel) and how you leveraged analytics to monitor customer health metrics. Explain how data insights drove strategic decisions and encouraged improvements in service delivery or product offerings.

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How do you keep yourself updated with industry trends and best practices?

Staying updated with industry trends is essential for a Customer Success Manager. Explain your approach to continuous learning, whether through blogs, webinars, networking events, or professional associations. Sharing how you apply this knowledge in your role to anticipate customer needs can illustrate your proactive mindset.

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Can you share a situation where you had to adapt to a significant change in your role?

Adaptability is vital in fast-paced environments. Provide an example where you faced a change, such as a new product launch or a shift in customer needs, and explain how you navigated this transformation. Describe your thought process and the strategies you employed to ensure continuity in customer support and satisfaction.

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What strategies do you employ to drive customer engagement and retention?

Discussing strategies for customer engagement and retention can demonstrate your proactive approach. Highlight tactics such as personalized outreach, hosting workshops or informational sessions, and using data to create tailored experiences. Explain how you measure engagement success and iterate on your strategies based on customer feedback.

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How do you ensure cross-functional collaboration in your projects?

Effective cross-functional collaboration hinges on clear communication and defined roles. Describe your methods for fostering collaboration, such as regular team meetings, joint planning sessions, and using collaboration tools. Provide an example where these strategies led to successful project outcomes and positively impacted the customer experience.

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What is your approach to managing stress in a fast-paced work environment?

Managing stress effectively in a fast-paced role requires a combination of organization and self-care. Outline techniques you use, like prioritizing tasks, taking breaks, and maintaining a healthy work-life balance. Sharing an example of a stressful situation you successfully navigated can also exemplify your resilience and efficiency in managing pressure.

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EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
April 17, 2025

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