Customer Success Manager

Salary: Dependent on Experience

Location: Flexible: Reigate or Manchester area

Job type: Full time

Working Pattern: 2 days per week onsite | 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. Our mission is clear, to become the best call-tracking provider in the world.

Profile of Role

We are seeking a highly motivated individual to join our Customer Success team as a Customer Success Manager. In this role, you will be responsible for your allocated customer book, managing renewals and commercial conversations with customers across different sectors ranging from SMB to large volume agencies. You will be the voice of the customer and provide continual feedback to our product and development teams.

About You

The ideal candidate will be self-motivated, energetic, and able to think outside the box. You will actively contribute to improving our customers' experience and ensure customers are adopting the solution.

Key Responsibilities

• Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities.
• Monitor the health of your customer book through tactics such as reviewing levels of customer engagement and risk scoring.
• Deliver the service offer to customers such as touch-in calls, account and audit reviews, and create account & success plans for higher value customers.
• Have commercial responsibility for customers that you engage with, including pricing, packages, renewals, and cross/upsells.
• Help onboard new customers and realize value as quickly as possible.
• Maintain an advanced level of knowledge of the Infinity platform and services offered.
• Nurture customer advocacy in collaboration with the marketing team.
• Support or lead internal tasks and projects, including timely production of reports and forecasts.
• Be the voice and customer advocate across the business.
• Maintain an ethos of continual improvement to maximize operational efficiencies.

Key Skills & Behaviours

• 2+ years of experience in a B2B software account management or customer success role.
• Proven experience managing a large book of SME & Enterprise customers.
• Good presenter & communicator, able to structure and deliver presentations.
• Strong time management and prioritization skills.
• Knowledge of standard desktop software applications (e.g., Excel, Word, Outlook).
• Excellent communication skills, both written and oral.
• Strong experience and understanding of online marketing.
• Ability to build strong trusted relationships at any level of seniority.
• Self-starter mentality who controls their own destiny.

Beneficial but Not Essential

• Experience in using Salesforce.
• Experience of call tracking systems.
• Experience of SaaS business.
• Experience of contact centre environments.
• Second language, ideally German, French, or Italian.

At Infinity, 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 and our recruitment process is completely anonymized.

We are just as interested in team fit as we are in technical fit. So, even if you don't meet all the requirements listed, get in touch with us anyway!