Enterprise Customer Success Lead

We’re looking for an experienced leader to run our growing enterprise customer success team in London.

Your team will lead the B2B relationships with our largest and most complex salary sacrifice customers - responsible for ensuring a successful launch, and maximising portfolio retention and growth. In short, the role is to make sure the relationship is a roaring success for our customers, their employees and Octopus EV. 

Extensive experience navigating enterprise-sized accounts, strong commercial acumen and deep experience driving service improvements, efficiencies and growth are critical to success in this role. 

You will directly lead a team of 8 account managers, working closely with internal teams including Scheme Delivery, Onboarding, Marketing and Operations, You’ll bring the skills and experience of building relationships and networks at a senior-level both internally and externally.

This role is based in our Oxford Circus office. We’re pretty flexible, to do this role well we think you need to be in for minimum x2 days per week.

What you'll do

Team Leadership and Development:

• Provide leadership to a team of account managers, to ensure they deliver exceptional customer experiences and meet their performance goals

• Support your team’s personal development by identifying and delivering relevant training, and developing skills development frameworks

• Using your experience, actively coach your team to deliver mutually beneficial outcomes

Strategic account management and growth:

• Instil classic enterprise account management practices within the team, including comprehensive joint account planning, stakeholder mapping, and multi-contact relationship building

• Partner with your team to drive portfolio growth by identifying and unlocking expansion and other growth opportunities

• Oversee commercial risk, navigate complex negotiations, and develop bespoke retention and commercial optimisation strategies

• Build strong relationships with senior stakeholders within key accounts, acting as a senior escalation point

Customer Success Strategy:

• Build and deliver a long term plan for your team and customer portfolio, aligned with Octopus EV’s goals

• Develop a scalable, repeatable playbook for your team to deliver and demonstrate significant value to both the customer and Octopus EV

• Stay up-to-date with industry trends, best practices, and competitor offerings

Performance Monitoring and Reporting:

• Establish and monitor KPIs to measure team and individual performance

• Generate insightful reports on customer success metrics, presenting findings, recommendations and regular updates to senior leadership

Continuous Improvement:

• Analyse customer feedback and trends to identify and implement areas for improvement, and iterate your team’s playbook

• Be the internal champion and voice of our largest customers, collaborating with internal teams to effectively resolve issues, integrate customer feedback into product development and service enhancements

What you'll need

• Extensive commercial, customer-facing experience, including high-value, enterprise-sized B2B customers, and managing multi-tier, senior level relationships
• Experience working in an environment where the revenue model is based on usage of the product
• To be a passionate, energetic and positive leader, having led a high-performing account management team or similar
• Deep experience implementing classic account management disciplines, developing an account management playbook and building out a multi-year team strategy
• Advanced commercial acumen, with a background with contract negotiations, and commercial risk mitigation and optimisation
• Strong coaching and influencing skills, with the presence and communication style required to hold senior customer and internal relationships confidently under pressure
• A ‘start up’ mindset, thriving in fast-paced high-growth environments, and navigating change and productive chaos with ease. Capable of thinking several steps ahead, and implementing the necessary shifts to maintain team effectiveness during rapid scaling
• Knowledge of employee benefits, salary sacrifice or having worked with another employee-facing service or product is highly advantageous. Prior automotive/EV leasing experience is not required

Why else you'll love it here

• 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit!
• 🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits
  
  
• 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership

Things to note

P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!