Senior Customer Success Executive

Overview

In this Senior Customer Success Executive role, you will own the non-commercial performance and experience of Octopus EV’s Salary Sacrifice Scheme for employers in London. You’ll operate with high autonomy, drive strategic projects, and mentor colleagues to improve the end-to-end customer experience. You’ll partner with Growth and other departments to resolve issues, streamline processes, and reduce inbound support needs. This is a chance to shape B2B customer outcomes in a fast-moving, sustainability-focused startup culture.

Pay / Benefits

• hybrid work
• dog-friendly office
• flexible salary discussion with recruiters
• perks hub (employee benefits)
• autonomy and ownership
• recognition in a fast-growing startup

Responsibilities

• Be the day-to-day liaison for non-commercial scheme activities via email and phone to deliver fast, quality outcomes
• Serve as SME on EV Salsac to Growth teams and other Octopus EV departments
• Analyze customer feedback and operational data to identify friction points and drive improvements
• Lead projects to enhance customer experience, promote self-service, and reduce repetitive inbound work
• Manage complaints, escalations, and resolve reporting & invoicing queries to ensure smooth scheme operation
• Mentor peers through coaching on complex scheme challenges and support onboarding of new hires
• Track KPIs such as scheme satisfaction, response/resolution times, and reduction in inbound contact

Key requirements

• 4+ years of relevant B2B client facing experience
• Proven track record resolving queries and delivering exceptional service
• Comfort using data and feedback to identify root causes and justify operational change
• Experience with service metrics (response times, satisfaction scores, issue resolution)
• Experience taking internal/operational projects from concept to completion
• Excellent listening and communication skills, able to build rapport in challenging situations
• Comfort collaborating with cross-functional teams to deliver improvements
• Completer-finisher mentality; well-organised and customer-centric
• Understanding of B2B2C dynamics related to schemes and employees
• Start-up/entrepreneurial mindset and adaptability to change
• Passion for sharing best practices, coaching peers and helping colleagues succeed
• Strong passion for sustainability; knowledge of employee benefits, EVs or leasing is desirable but not essential
• UK driving licence (not essential)

• Excellent listening and communication
• Cross-functional collaboration
• Coaching and mentoring
• Data-driven problem solving
• Feedback analysis and root-cause identification
• Experience with service metrics and reporting

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