Job Overview
Location
London
Job Type
Full-time
Category
Customer Success
Date Posted
May 16, 2026
Full Job Description
đź“‹ Description
- • Manage a portfolio of complex B2B customer accounts within the advice, fintech, and financial services technology sectors, building trusted relationships with senior commercial, operational, and leadership stakeholders.
- • Develop and execute strategic account plans that align customer growth objectives with Seccl’s commercial goals, ensuring mutual success and long-term partnership.
- • Drive adoption of new platform features and capabilities by educating customers on their value and guiding implementation through tailored support and communication.
- • Conduct regular business and governance reviews with clients, using performance data and insights to identify clear actions, track progress, and inform strategic decisions.
- • Proactively identify and act on renewal, cross-sell, and upsell opportunities while balancing customer needs with commercial priorities and long-term partnership health.
- • Serve as the primary point of contact during customer incidents, escalations, and ambiguous situations, providing calm, clear, and commercially aware communication to resolve issues effectively.
- • Collaborate cross-functionally with Product, Launch, Customer Support, and Commercial teams to ensure a seamless and integrated customer experience across all touchpoints.
- • Act as the voice of the customer by collecting, synthesizing, and advocating for client feedback to influence product improvements, roadmap priorities, and service enhancements.
- • Translate technical concepts such as APIs and integrations into clear, practical explanations for non-technical stakeholders to enable informed decision-making.
- • Monitor customer health metrics and anticipate risks before they escalate, taking preventative action to maintain high retention and satisfaction rates.
- • Maintain deep awareness of the regulatory environment, including Consumer Duty, and apply this understanding to guide customer interactions and compliance-aligned advice.
- • Work autonomously in a fast-paced, evolving environment, shaping your own progression and initiative without relying on top-down direction.
- • Prioritize follow-through and accountability, ensuring commitments are met with precision and integrity, even amid ambiguity and rapid growth.
- • Embrace uncertainty and change as part of Seccl’s scale-up phase, consistently adapting processes and approaches to meet shifting customer and market demands.
- • Leverage data and analytics to inform account planning, prioritize opportunities, and demonstrate measurable impact on customer success and revenue growth.
- • Balance empathy and professionalism when handling sensitive client conversations, maintaining trust while upholding commercial objectives.
- • Contribute to the continuous improvement of customer success frameworks by sharing insights from the field and refining best practices across the account management team.
🎯 Requirements
- • Proven experience managing complex B2B customer relationships, ideally within advice, platform, fintech, or financial services technology
- • Ability to build trust with and influence senior stakeholders, including in sensitive or ambiguous situations
- • Strong commercial awareness and experience identifying growth opportunities such as renewals, cross-sell, and upsell
- • Comfort working with ambiguity, using judgment to create structure and drive progress without heavy direction
- • Proficiency in using data and insights to inform account planning and decision-making
- • Understanding of the UK financial regulatory environment, including Consumer Duty
🏖️ Benefits
- • Salary between £70,000 and £80,000, reviewed annually
- • 27 days holiday plus bank holidays, birthday off, and three days per year for dependant leave
- • 6% employer pension contribution and life assurance
- • Private medical insurance with AXA Health
- • £750 annual learning budget and £500 home office setup allowance
- • Access to Wellness Cloud (free therapy), Headspace (mental health support), and Octopus Money financial wellbeing resources
Skills & Technologies
About Seccl Technology Limited
Seccl Technology Limited is an embedded investment platform providing comprehensive, API-first infrastructure designed for the future of investing. As part of the Octopus Group, Seccl empowers financial advisers, consolidators, adviser tech providers, neobanks, and established fintechs to create lightning-fast, paper-free, and scalable investment experiences. Their extensive suite of services includes accounts, custody, digital pensions, and portfolio management, all engineered for seamless integration. A testament to their robust capabilities is the successful migration of over 300,000 Monzo investment customers without issues, leveraging the proven Kraken technology. Seccl's cloud-native architecture supports rapid growth, currently powering 825,000 investors and processing millions of transactions monthly for diverse clients.
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