Enterprise Customer Success Lead NEW

Worklane GmbH

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re looking for an experienced leader to run our growing enterprise account management team in London. Your team will lead the B2B2C relationships with our largest and most complex salary sacrifice customers – responsible for ensuring a successful launch, and maximizing portfolio retention and growth. In short, the role is to make sure the relationship is a roaring success for our customers, their employees and Octopus EV.

Extensive experience navigating enterprise sized accounts, strong commercial acumen and deep experience driving service improvements, efficiencies and growth are critical to success in this role.

You will directly lead a team of 8 account managers, working closely with internal teams including Scheme Delivery, Onboarding, Marketing and Operations, and building senior level relationships both internally and externally.

This role is based in our Oxford Circus office, minimum 2 days per week.

What you’ll do

Team Leadership and Development:

• Provide leadership to a team of account managers, to ensure they deliver exceptional customer experiences and meet their performance goals.
• Support your team’s personal development by identifying and delivering relevant training, and developing skills development frameworks.
• Using your experience, actively coach your team to deliver mutually beneficial outcomes.

Strategic account management and growth:

• Instil classic enterprise account management practices within the team, including comprehensive joint account planning, stakeholder mapping, and multi contact relationship building.
• Partner with your team to drive portfolio growth by identifying and unlocking expansion and other growth opportunities.
• Oversee commercial risk, navigate complex negotiations, and develop bespoke retention and commercial optimisation strategies.
• Build strong relationships with senior stakeholders within key accounts, acting as a senior escalation point.

Customer Success Strategy:

• Build and deliver a long term plan for your team and customer portfolio, aligned with Octopus EV’s goals.
• Develop a scalable, repeatable playbook for your team to deliver and demonstrate significant value to both the customer and Octopus EV.
• 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 and implement areas for improvement, and iterate your team’s playbook.
• Be the internal champion and voice of our largest customers, collaborating with internal teams to effectively resolve issues, integrate customer feedback into product development and service enhancements.

What you’ll need

• 7+ years of commercial, customer facing experience, including extensive experience with high value, enterprise sized B2B customers, and managing multi tier, senior level relationships.
• To be a passionate, energetic and positive leader, having led a high performing account management team or similar.
• Deep experience implementing classic account management disciplines, developing an account management playbook and building out a multi year team strategy.
• Advanced commercial acumen, with a background in contract negotiations, and commercial risk mitigation and optimisation.
• Strong coaching and influencing skills, with the presence and communication style required to hold senior customer and internal relationships confidently under pressure.
• A ‘start up’ mindset, thriving in fast paced, high growth environments, and navigating change and productive chaos with ease. Capable of thinking several steps ahead, and implementing the necessary shifts to maintain team effectiveness during rapid scaling.
• Knowledge of employee benefits, salary sacrifice or having worked with another employee facing service or product is highly advantageous. Prior automotive/EV leasing experience is not required.

As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.