Octopus Legacy · Bristol
Customer Success Manager
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 ...
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
Our Customer Success team are 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, ahead of the technology build, and
we need someone to run it and shape it.
As the Customer Success Manager, you'll own the day-to-day running, performance and development of our founding customer success
team. You'll bring people together from across New Business and our bereavement support line into one team, make sure they're set
up to give customers an exceptional experience while hitting their targets, split work sensibly across the day, coach people to do
their best, and keep the team motivated through a period of real change and growth.
The Customer Success model is new and still being shaped: the journey, the touchpoints, the targets, and the software around it.
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 and reassured as we shape the role and its tooling together.
KEY RESPONSIBILITIES
- Stand up and run the team: bring the 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.
- Build the structure and ways of working: design the processes, playbooks and rotas for a role that is still being shaped, and
keep them evolving as we learn what works.
- Own performance against targets: ensure the team consistently hits KPIs across our operational excellence, customer experience
and estate administration targets, keeping support-quality measures separate from conversion, spotting trends early and acting
on them.
- 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.
- Help us hire and scale: build the team ahead of the climb in volumes, playing an active role in bringing new hires in, from
interviewing through to selection and onboarding.
- Shape the software around the role: work with Tech and Product on the apps we are bringing into Ollie now, and on the unified
CRM that will let the team take the journey end-to-end, feeding in the features your team needs most.
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 chaos, and instinctively brings structure, process and momentum where there
isn't yet any.
- 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 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: Develop a team with clear targets including CSAT 4.9+, complaints under 1%, 90% first-contact
resolution and the personalised plan delivered within 2 hours of the call.
- Launching a new team: This role requires an individual to launch a completely new team which will in turn transform the way
estate administration is dealt with across the UK. Think setting up new processes, defining structure and reporting directly to
the senior team.
- Scales without quality dropping: developing team onboarding plans and structured growth programmes to ensure the team scales at
a rapid pace while maintaining quality
- Launching a CRM: We're currently building our own CRM. This role requires close work with both the tech and operation teams to
ensure the smooth launch while continually identifying areas to improve this.
- Bringing AI to the forefront: We're an AI Led tech business. Successful use of AI will be a key part of within this role,
helping us scale quicker and deliver a better customer experience
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.
- 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.
- You'll be building something from the ground up, helping define what great leadership looks like in our founding customer
success team.
- 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.
Roll
Customer Success Manager
Kategori
Administration
Plats
Publicerad
11 juni
Sista ansökningsdag
16 augusti
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