Octopus Electric Vehicles
Enterprise Customer Success Lead
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London (GB)
Octopus Electric Vehicles đ â Growth - fixed /
Full-time /
Hybrid
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What we do. Electric Car Leasing
Why we do it. Greener. Fairer. Future.
Weâre 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. Youâll 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. Weâre 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 teamâs 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 EVâs 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
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Continuous Improvement:
- Analyse customer feedback and trends to identify and implement areas for improvement, and iterate your teamâs 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 âstart upâ 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
Things to note
P.s. đ¶ 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
đ€ We use AI to help us assess applications fairly and objectively. Weâre totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, weâre really interested in hearing your unique perspective and real-world stories. Thatâs the stuff we canât get from a bot or a prompt!
About Us
The electric revolution has arrived - and from 2035 youâll no longer be able to buy a new petrol or diesel car in the UK.
Weâre building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UKâs most exciting start-ups â making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.
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Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.
We're an Octopus Energy companyâan innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.
If this sounds like you then we'd love to hear from you.
Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!
Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.
Where necessary, we sometimes use AI tools to help with parts of our hiring process, like reviewing applications or assessing responses. Weâre lucky to receive a huge amount of interest, so these tools help our recruiters manage that volume, not replace them. Ultimately, every hiring decision (for example, whether to progress your application or not) is always made by a real person in our Talent team. If youâd like to know more about how we use your data, you can reach out to us via email at [email protected]. Weâre happy to help!
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