Enterprise Customer Success Lead

What we do.

Electric Car Leasing

Why we do it.

Greener. Fairer. Future.

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 maximizing portfolio retention and growth. 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.

Location: Oxford Circus office. Minimum 2 days per week in office.

What you'll do Team Leadership and Development

• Provide leadership to a team of account managers, ensuring exceptional customer experiences and meeting performance goals.
• Support team's personal development by identifying and delivering relevant training and developing skills frameworks.
• Coaching team to deliver mutually beneficial outcomes.

Strategic account management and growth

• Instill enterprise account management practices: joint account planning, stakeholder mapping, multi contact relationship building.
• Partner to drive portfolio growth by identifying expansion opportunities.
• Oversee commercial risk, navigate negotiations, develop retention and commercial optimisation strategies.
• Build strong relationships with senior stakeholders within key accounts, acting as 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 demonstrating value to customer and Octopus EV.
• Stay updated 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 and present findings and recommendations to senior leadership.

Continuous Improvement

• Analyze customer feedback and trends to identify and implement improvement areas, iterate playbook.
• Be internal champion and voice for largest customers, collaborate with internal teams to resolve issues and integrate feedback into product development and service enhancements.

What you'll need

• Extensive commercial, customer facing experience with enterprise sized B2B customers and multi tier senior relationships.
• Experience in revenue model based on usage of the product.
• Passionate, energetic leader who has led a high performing account management team.
• Deep experience implementing account management disciplines, developing playbooks and multi year team strategy.
• Advanced commercial acumen with contract negotiations, commercial risk mitigation and optimisation.
• Strong coaching and influencing skills with presence and communication style for senior relationships under pressure.
• Start up mindset, thriving in fast paced high growth environments, navigating change and productive chaos.
• Knowledge of employee benefits, salary sacrifice or experience with employee facing services advantageous. Prior automotive/EV leasing experience not required.

About us

The electric revolution has arrived - and from 2035 you'll no longer be able to buy a new petrol or diesel car in the UK. We're building a new way for drivers to join the electric charge and experience a "lease for life" with a seamless customer experience. Octopus Electric Vehicles launched in 2018 to make it easy for individuals and businesses to go electric.

Our mission is to drive sustainable change, decarbonise the planet and provide fair pricing and a fantastic experience.

We are part of Octopus Energy Group, an innovative energy supplier committed to improving lives.

We are an equal opportunity employer; we do not discriminate based on any protected attribute. We aim to provide equal opportunities, an inclusive work environment and fairness for everyone.