Customer Success Team Leader, Octopus Energy Group
2+ days a week in office
Entech company
Open for applications
Entech company
1001+ employees
Open for applications
2+ days a week in office
1001+ employees
Company mission
Octopus Energy's mission is to speed the transition to a sustainable, low carbon future through renewable energy and technology whilst putting customers at the heart of everything they do.
Role
Who you are
- A genuine passion for team leadership and customer experience is a must, along with strong commercial acumen and an ability to drive efficiencies and growth
- Experience leading a high performing B2B Customer Success/Account Management team
- Extensive experience in leading relationships with, retaining, and growing enterprise-sized clients
- Commercially minded, with solid experience negotiating contracts and commercial optimisation
- Strong understanding of account management practices
- To be a passionate, energetic and positive leader
- To be a relationship builder (at all levels within a business), and a trusted partner for B2B clients
- Exceptional communication and presentation skills
- To thrive working in start-ups / scale-ups
- To be super organised and efficient, enjoying creating simple processes and partnering with internal teams to deliver ongoing improvements
- To have a ruthless focus on the customer, and delivering customer value
- To be a problem solver who remains calm under pressure and adept at handling challenging customer situations
- Knowledge of employee benefits would be great but not crucial. No prior experience of working within EVs or leasing is required
What the job involves
- After our Business Development team wins a new client, your team is responsible for supporting their launch, growing the relationship and ensuring we retain them. In short, the role is to make sure the relationship is a roaring success for our customers, their employees and Octopus EV
- You will be managing a team of 6 Account Managers, working closely with 2 other teams of Account Executives, and internal teams such as Onboarding, Marketing, and Operations. We have 30 people in Customer Success at the moment and this will continue to grow!
- Team Leadership and Development:
- Provide guidance and support to a team of Account Managers, to ensure they deliver exceptional customer experiences and meet their performance goals
- Build strong relationships with senior stakeholders within key accounts, acting as a senior escalation point
- Customer Success Strategy:
- Develop a scalable, repeatable playbook of customer success strategies aligned with Octopus Electric Vehicles' goals
- 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 areas for improvement
- Take proactive measures to improve growth, retention and efficiency
- Implement continuous improvement initiatives to enhance the overall customer experience
- Collaboration:
- Work closely with onboarding, sales, marketing and other internal teams to align customer success efforts with overall business objectives
- Collaborate with cross-functional teams to integrate customer feedback into product development and service enhancements
- Act as a liaison between customers and internal teams to address and resolve issues effectively
Salary benchmarks
Our take
According to Octopus, the energy industry in the UK is ruled by a handful of complacent companies peddling fossil fuels, pricing trickery, and poor customer service. Aiming to disrupt the status quo with sustainable energy, Octopus entered the market in 2016 and they now supply energy to millions of homes in a number of countries. Octopus has made a name for itself in energy circles largely because of its “Kraken” technology platform, which it claims is able to reroute energy from renewable sources around a network far more efficiently than competitors.
Octopus Energy further differentiates itself through its aspiration to make everything as easy as possible for consumers, from the simplicity of their bills and the fact that customers are not locked into a contract so they can leave at any time to offering customer service over email and social media at times that suit customers. They aim to make the eco‐friendly choice the easy choice, so all of their tariffs use 100% green electricity, while not being more expensive than their competitors' non-green tariffs.
They are continually creating innovative new products. For example, Octopus Tracker where prices changes daily to guarantee you get the market rate; Agile where the price changes every half hour to enable you to benefit from cheap electricity when the sun shines, the wind blows, and the networks are under-utilised. One of the current challenges they face is that their products are more complex than their competitors, given they use 1000x more data than traditional energy companies. They're exploring ways to explain to customers exactly how their products work.
Kirsty
Company Specialist
Insights
Some candidates hear
back within 2 weeks
46% female employees
44% employee growth in 12 months
Company
Employee endorsements
Challenging work
"The work that I am doing is often quite difficult. I am constantly challenged and problem solving, which I find rewarding as it means I am always..."
Funding (last 2 of 6 rounds)
Dec 2023
$800m
GROWTH EQUITY VC
Jul 2022
$225m
GROWTH EQUITY VC
Total funding: $2.5bn
Company benefits
- Your development is important - we support and help with development including internal and external courses, learning, study support etc, all bespoke to you
- Flexi working environment
- Equity Options Scheme - you own your own part of the business, share options in the whole Octopus Energy Group so we all work together towards success
- Unlimited paid time off policy
- Work from home opportunities
- Equity Option Scheme - Everyone owns part of what we’re building with shares
- Tech - We want to get the best out of our people and get that everyone is slightly different. Have a certain tech requirement? We’ll do our best to get it
- Money Coach - You may want to think about financial planning. The company has an arrangement with Octopus Money Coach. They offer the opportunity to talk with a professional coach
- Wellbeing - Need some calm in your life? We have 'Octopus Headspace Licences' available. Twice a week we have 45 Minute live yoga class open to all Octopus staff!
- Parents - get access to tax free childcare and maternity and paternity pay. We’re always looking for new ways to support parents, during lockdown we created OctoKids TV to help keep your kids occupied and entertained (https://octopus.energy/blog/octopuskids/)
- Office culture - Our offices are stocked with fruit, breakfast, great coffee, and soft drinks (and ice lollies if you're lucky)! Weekly on a Friday we all get together (this happens virtually too) for company updates and drinks - we call it Family Dinner. We won best company to work for in 2019 and our CEO, Greg has recorded a podcast about our culture and how we empower our people. Check out what our people say at Glassdoor!
- Car Salary Sacrifice - Browse the wide selection of electric vehicles and get a sample quote under our workplace salary sacrifice scheme. If approved, the monthly leasing costs are taken directly from your gross salary each month meaning you're saving on paying some tax
Company values
- Autonomy
- Empathy
- Innovation
- Impact
Company HQ
Fitzrovia, London, UK
Articles
Founders
Greg Jackson
(CEO)Previously Adviser at Ashcombe Advisers for 9 years and Non-Executive Director at Zopa for 7 years.
James Eddison
(CTO)Previously CEO at Claripoint for 7 years and CTO at Tangent Labs also for 7 years.
Stuart Jackson
(CFO)Previously Director of "Foundation" Business Unit at Barclaycard for 2 years and Chief of Staff, Secured Lending SBU at Barclays also for 2 years.
People progressing
Joined as Marketing Assistant, being promoted to Marketing Executive after 6 months and again to Junior Product and Marketing Manager after 7 months. After 8 months they became a full Product and Marketing Manager.
Joined as Senior Talent Partner, being promoted to Talent Manager after 1 year and again to Head of Talent Acquisition after 8 months.
Diversity & Inclusion at Octopus Energy Group
- Unconscious Bias workshops for interviewers and hiring managers
- Octopus Energy Equality Foundation
- Partnership with the Saracens High School - inspiring future generations - https://www.saracens.com/powering-futures-together-saracens-high-school-octopus-energy/
- Octopus Energy Internships - https://octopus.energy/blog/ada-lovelace-tech-internship/
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