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The Company
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?
The Role
This is a founding manager role. Not "manage an existing team to an existing playbook" - there is no playbook yet. You'll write it.
Our Customer Success team is 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, and we need someone to build it, run it and scale it.
As a Sales Manager, you'll own the day-to-day running, performance and development of the team from day one - and then take it through a period of rapid growth. You'll launch new hiring cohorts, onboard them, and scale the team without letting quality slip. You'll design the sales playbooks, define how we track CSAT and quality, and report directly to leadership on how the model is performing.
You won't be doing it with off-the-shelf tools, either. We're an AI-led business building our own CRM, and you'll be one of the loudest voices in shaping it - working with Tech and Product to define what your team needs, then using AI to drive throughput so every advisor can handle more, better, without ever losing the human touch that grieving families need.
And the ground will keep moving in the best way: we're launching several new verticals and bringing new commercial partners on board. You'll help project manage those launches, adapting the team and its processes as the business grows around you.
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 as we shape the role and its tooling together.
Key Responsibilities
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Build and run the founding team
- Bring 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.
- As founding manager, set up the team's ways of working from scratch: sales playbooks, processes, rotas, CSAT tracking and quality measures - and keep them evolving as we learn what works.
- Report directly to leadership on team performance, spotting trends early and turning data into action, keeping support-quality measures separate from conversion.
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Scale it fast, without dropping quality
- Rapidly grow the team ahead of the climb in volumes: launch new hiring cohorts, run interviews and selection, and own onboarding so every new joiner ramps quickly to the same high standard.
- Build the structured onboarding plans and growth programmes that let the team scale at pace while quality holds.
- 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.
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Use AI to multiply what the team can do
- We're an AI-led tech business, and this role is at the sharp end of that. You'll use AI to drive throughput across the team - so advisors spend less time on admin and more time with the people who need them.
- Experiment, measure and roll out AI-assisted ways of working across the customer journey, from the first call through to estate administration.
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Shape the tools and the business around you
- Work with Tech and Product on the apps we're bringing into Ollie now, and on the CRM we're building ourselves - the unified system that will let your team take the journey end-to-end. You'll feed in the features your team needs most and help ensure a smooth launch.
- Support the launch of new verticals and project manage the work as new commercial partners come on board, adapting team structure and processes as we grow.
Who Are You?
- 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 instinctively brings structure, process and momentum where there isn't yet any.
- Excited by AI: you're curious about what it can do, quick to experiment, and pragmatic about rolling out what actually works for your team and customers.
- Someone who gets the best out of others: motivating high performers and patiently lifting 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, project manage across teams, 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 Like
- One advisor per customer. The single-point-of-contact model holds - customers no longer get passed between people across their journey.
- Top-of-business service quality. A team with clear targets: CSAT 4.9+, complaints under 1%, 90% first-contact resolution, and the personalised plan delivered within 2 hours of the call.
- A founding team, built by you. You've launched a completely new team that transforms the way estate administration is dealt with across the UK - with processes, playbooks and structure you designed, reporting directly to the senior team.
- Scaled without quality dropping. New hiring cohorts launched, onboarded and performing, backed by the structured growth programmes you built.
- A CRM shaped by your team. Our own CRM launched smoothly, with your team's needs baked in, and you continually identifying where it can improve.
- AI at the forefront. Measurable throughput gains from AI-assisted ways of working, letting us scale quicker and deliver a better customer experience.
- New verticals launched. You've helped bring new verticals and commercial partners on board, project managing the customer success side of each launch.
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Why You'll Love It Here
- As a customer-first company, the customer success team is our most critical function for meeting our growth goals, so the work you and your team do sits right at the heart of the business.
- You'll be a founding manager - genuinely building something from the ground up and defining what great leadership looks like here.
- You'll get to work with AI and tooling most CS leaders only read about, including a CRM built around your team rather than the other way round.
- We're part of a group that believes work should mean something. You'll be trusted to do what's right, supported to grow, and encouraged to shape the way we work.
- You'll be part of a team you can truly count on: colleagues who support each other and put customers first, every day.
- A fast-growing business with real room to learn, grow and influence change.
- Competitive package, great benefits and clear opportunities to progress.
Our Mission
Octopus Legacy is the place to plan for death and find support after loss. When people think about planning for death they think about wills, life insurance and funerals.
We take these cold processes and turn them into something more human, letting people share more than money: voice notes, music, recipes. A legacy that connects them while they're here, and after they're gone.
Founded by Sam after his mum died suddenly, we're a group of people who work in death because we've been affected by it. We know the difference a good plan makes, and what it's like when there isn't one. We see a world where people talk openly about death and work out the real meaning of legacy, one that connects to them. We're here to make that world happen.
Benefits
- Octopus share incentive scheme.
- 27 days holiday + an extra day off for your birthday.
- Work from anywhere in the world for up to 4 weeks per year.
- Vitality Health & Life Insurance.
- Pension scheme.
- Enhanced parental leave.
- Free Will & LPAs + discounts on other Octopus services.
- Cycle to Work Scheme and access to the Electric Vehicle (EV) Salary Sacrifice Scheme.
- Octopus Giving: we match any charitable fundraising you do up to £500.
- Octopus Springboard: where we help our employees become fully-fledged entrepreneurs.
- Dog-friendly office, breakfast every day, snacks and wellness activities.
We know that to be truly innovative we need a diverse team around us. That's why Octopus Legacy is committed to creating an inclusive environment and is proud to be an equal opportunity employer.
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