Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom octopusev Full time
About the Role

We're seeking an exceptional Customer Success Manager to lead our high-performing Customer Success Team in London. As a key member of our team, you'll be responsible for driving customer satisfaction, retention, and growth.

Key Responsibilities
  1. 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.
  2. Customer Success Strategy:
    • Develop a scalable, repeatable playbook of customer success strategies aligned with Octopus Electric Vehicles' goals.
  3. 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.
    • Implement continuous improvement initiatives to enhance the overall customer experience.
  4. 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.
About Us

Octopus Electric Vehicles is a pioneering company transforming the electric vehicle leasing industry. We're part of the Octopus Energy Group, which aims to improve the lives of millions by transforming industries. Our mission is to make it easy for individuals and businesses to go electric by offering a 'lease for life' through an exceptional customer experience.

We're an innovative company that values autonomy, collaboration, and continuous learning. Our people are our strongest asset, and we're committed to empowering them to drive success.

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