Enterprise Customer Success Lead

About the role

The owns the end-to-end success of our largest salary sacrifice customers, ensuring their journey with Octopus EV exceeds expectations from first contact to long-term loyalty. You will orchestrate the strategic direction of the enterprise function, translating our mission of Greener, Fairer, Future into tangible outcomes for complex corporate portfolios. This role requires you to own the commercial health of the portfolio while simultaneously championing the advocacy of our client organizations and their employees. You will be the pivotal leader responsible for launching new schemes with precision and driving retention through proactive relationship management. Success in this position means balancing rigorous commercial targets with the delivery of exceptional service quality. You will foster deep partnerships with stakeholders to align goals and remove obstacles to growth. Ultimately, your leadership will determine the scalability and reputation of our enterprise customer success operations.

Key facts

What you'll do

• Orchestrate the strategic management of eight key enterprise accounts, ensuring alignment with Octopus EV's commercial objectives.
• Architect and refine onboarding journeys to accelerate time-to-value for new salary sacrifice schemes and maximize early adoption.
• Analyze portfolio usage metrics to proactively identify risks and uncover growth opportunities within complex corporate datasets.
• Lead cross-functional initiatives by coordinating tightly with Scheme Delivery, Onboarding, Marketing, and Operations teams.
• Champion data-informed adjustments to service delivery processes to enhance retention rates and client satisfaction.
• Guard contract terms and commercial parameters to ensure agreements remain viable and profitable for all parties.
• Cultivate and leverage external networks to unlock new strategic opportunities for clients and strengthen market positioning.
• Navigate intricate internal stakeholder maps to secure commitments and drive decisions from senior leadership levels.
• Maintain a flexible yet committed presence in the Oxford Circus office to facilitate critical in-person collaboration.
• Build and mentor a high-performing team of eight account managers through coaching and strategic guidance.
• Translate client feedback into actionable insights that influence product development and service enhancements.
• Ensure all enterprise customer interactions reflect the core principles of Greener, Fairer, Future in practice and communication.

Requirements

Candidates must hold a minimum of three years of experience managing enterprise accounts within a leasing environment to be considered for this role. Demonstrating commercial instincts that protect margins while preserving client trust is an essential hard bar for success. The ability to drive service improvements under strict deadlines is a critical requirement for navigating the demands of this position. You must possess the capability to navigate complex stakeholder maps and secure commitments from senior leaders across departments. Fluency and deep knowledge of Octopus EV products are necessary to effectively guide both internal partners and external clients. Your capacity to build robust networks and exert influence at a senior level will directly determine your effectiveness in this role. A proven track record of balancing strategic vision with operational execution is mandatory for leading our enterprise function.

Nice to have

The role prefers candidates who have previously led teams in a customer success or account management capacity within the energy or automotive sectors. Experience with data analytics tools to interpret portfolio performance metrics would be a significant advantage. Familiarity with the regulatory landscape surrounding salary sacrifice and employee benefits is also viewed as beneficial. Candidates who have managed relationships with large corporate clients in a B2B context should highlight this background.

Practical notes

This full-time position is based in London (GB). The compensation package for this role ranges from 70,000 GBP to 90,000 GBP. To perform the essential functions of this job, you are required to maintain a presence in the Oxford Circus office a minimum of two days per week. This requirement ensures adequate collaboration and strategic alignment with internal stakeholders.