Customer Success Executive - Permanent

Infinity; Reigate; Hybrid; GBP 35,000; Full time

Job description

Customer Success Executive

Salary: Up to £35k Base + Bonus

Location: Flexible: Reigate or Manchester area

Working Pattern: Full Time | Hybrid, 2 days in office | 4.5-day working week, half-day Fridays

About Us

Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.

About the job

The Customer Success Executive plays a key role in supporting customers across both retention and expansion. This role is responsible for handling customer queries, managing billing processes, and being a first point of contact for queries. It involves maintaining accurate customer data, identifying usage trends, and ensuring smooth day-to-day account management.

The role requires strong organisational skills, an eye for detail, and a proactive approach to problem-solving. Working closely with Customer Success Managers, the wider commercial team, and technical support, the Customer Success Executive helps ensure customers get maximum value from Infinity while also spotting opportunities for growth.

About You

You thrive in a fast-paced environment and are committed to delivering an excellent customer experience. You have great attention to detail and are comfortable working with data, whether it's checking billing accuracy or identifying customer usage patterns. You're an organised, solutions-focused individual who can manage multiple tasks efficiently.

You're a strong communicator, confident in working with both customers and internal teams to resolve issues and improve processes. You enjoy learning and are keen to develop your knowledge of Infinity’s product and customer needs.

Key Responsibilities

Commercial & Customer Support

1. Assist with gathering customer data for pricing proposals, RFPs, and contract renewals.
2. Ensure contracts and SOFs are correctly stored and up to date.
3. Identify areas for further product adoption and assist with gathering usage data to highlight expansion opportunities.
4. Provide insights into customer usage trends to support commercial decision-making.
5. Assist in preparing for QBRs/EBRs, including gathering data and usage insights.
6. Understand Customer Maturity and health scores, supporting improvements where possible.
7. Provide initial responses to technical or service-related complaints and escalate where necessary.
8. Support internal Risk Clinics by adding context to potential risks and flagging concerns to the wider team.
9. Be reactive to customer queries, delivering exceptional service and resolving concerns efficiently.
10. Collect customer feedback and escalate where needed to improve overall satisfaction.
11. Support technical projects by gathering details and tracking progress.
12. Understand where customers sit in the Customer Maturity Model and what that means for their engagement.
13. Stay aware of key competitors and share insights from customer interactions.
14. Provide basic industry insights based on customer engagements or support queries.

Operations & Process Management

1. Work with our Support Team to progress technical queries and escalate as needed.
2. Handle billing processes to ensure adjustments, package amendments are correct and invoice resolution.
3. Conduct billing and usage checks to identify discrepancies.
4. Follow Salesforce ticket management, logging and tracking customer queries.
5. Maintain and update customer data within the Customer Success Platform (CSP).
6. Support daily operations, including tool management, data entry, and process improvements.
7. Provide feedback to refine internal processes and improve efficiency.

Key Skills & Behaviours

1. Customer-first mindset.
2. Organised with the ability to manage multiple priorities.
3. Strong attention to detail, particularly in data handling and issue resolution.
4. Ability to interpret usage data and identify opportunities for improvement.
5. Proactive and solutions-focused mindset, always looking to improve customer experience.
6. Strong verbal and written communication skills with the ability to work across teams.
7. Experience with CRM, CSP, or billing platforms is desirable but not essential.

Beneficial but Not Essential

1. Familiarity with SaaS, digital marketing, or call tracking solutions.
2. Experience in customer-facing roles which focus on service, retention, or expansion.
3. Understanding of billing processes and invoicing within a subscription-based business.

Benefits you can enjoy

1. 4.5 day working week (Half day every Friday- 1pm finish)
2. 25 days holiday (with the option to buy up to an additional 5 days per year)
3. Private single medical insurance
4. Employee Assistance Programme
5. Life Assurance (4x Salary)
6. Enhanced Maternity and Paternity Pay
7. Tech Scheme Loan (of up to £2,000 per year)
8. Ride to Work Scheme
9. Season Ticket Loan
10. Dedicated annual company and team social budget

At Infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! We're an equal opportunities employer. That means we'll never discriminate based on race, religion, origin, gender expression, sexual orientation, age, marital status, social economics status or disability status. In fact, our recruitment process is completely anonymised, and we don't see any of your personal details when we review your application.

At Infinity, we don't treat our hiring process as a box ticking exercise and we're just as interested in team fit as we are technical fit. So, even if you don't meet all the requirements listed in one of our vacancies, get in touch with us anyway because we'd love to hear from you.