Customer Success Operations Associate

What about us? Launched in 2023, INFINIT is a fast‑growing fintech scale‑up operating in multiple countries across Europe and Americas. At INFINIT we are on a mission to reshape the future of SMEs with AI at the forefront. Our all‑in‑one operating system has banking at its core, and empowers small business owners and their teams to seamlessly manage and optimise every aspect of their business with AI agents. By focussing on specific industries, INFINIT delivers tailored, high‑value solutions, while building innovative AI products to further unlock significant growth opportunities for our customers. INFINIT operates globally, with ambitions to further expand its footprint to redefine the fintech landscape for SMEs worldwide. Join us on the INFINIT journey as we revolutionise the SME economy and drive meaningful impact through innovation.

The Role: As the Customer Growth & Operations Associate at INFINIT, you will own how we activate, onboard, and retain customers at scale designing the infrastructure that makes it repeatable, measuring what drives long‑term value, and building the playbooks that grow with us. This isn’t a role where you inherit processes and optimise at the margins. You’ll diagnose what’s broken, design what comes next, and build the operational foundations from scratch. You bring the structured thinking of a consultant and the bias for action of an operator. You’re equally comfortable in a strategic planning session and in the weeds of a customer journey audit. You speak in data without needing to be a data engineer. You know how to ask the right questions, find the signals that matter, and translate them into decisions that move the business forward. You’ll work closely with Growth, Product, and Sales, feeding ground‑level insight back into the teams that shape how we acquire and serve customers.

What do we want to achieve together? You’ll own the end‑to‑end customer journey from activation through to ongoing success — designing the processes, building the playbooks, and ensuring nothing falls through the cracks as we scale across markets. You’ll build the operational infrastructure for customer success from the ground up: onboarding frameworks, health scoring, escalation protocols, and renewal workflows. You’ll define what ‘good’ looks like at each stage and instrument the business to know when we’re hitting it. You’ll work with data to understand where customers drop off, what early signals predict churn or expansion, and what interventions drive the biggest impact. You’re comfortable pulling insights from operational data without needing a team to do it for you. You’ll build and maintain reporting that gives the business real‑time visibility into activation health, onboarding velocity, and retention trends. If the right metric doesn’t exist yet, you’ll define it. You’ll use AI tools natively — not as a novelty, but as a force multiplier. You’ll automate the repeatable, build systems that scale, and do the work of a much larger team. Alongside owning the customer motion end‑to‑end, you’ll feed the central Growth team with the patterns, signals, and ground‑level insight that only someone running these processes day‑to‑day would catch.

What do you need to be successful in this role? A background in strategy, operations, or consulting. You’ve worked somewhere demanding — a strategy consultancy, an investment bank, a high‑growth startup — and you know how to structure a problem, build a rigorous recommendation, and actually implement it. You’re looking for more ownership, not less. Proven ability to build operational processes from scratch. You’ve taken something manual, mapped it, documented it, and made it repeatable. You don’t just optimise existing workflows — you design new ones and make them stick. Strong analytical instincts. You use data to make decisions and to tell a story. You know how to frame a problem quantitatively, find the signal in messy datasets, and communicate findings clearly to stakeholders. You’re comfortable working with operational data directly, whether that means writing a SQL query, building a pivot table, or commissioning the right analysis. Sharp commercial judgement. You understand how the levers of customer activation, onboarding, and retention connect to revenue, and you prioritise accordingly. You don’t just build for completeness — you build for impact. Exceptional intellectual horsepower. You pick up new domains fast, connect dots others miss, and thrive in ambiguity. A degree from a top university or equivalent proof you can learn anything quickly. Structured thinking and relentless rigour. Your processes are documented, your priorities are clear, and nothing falls through the cracks. Structure and rigour aren’t things we’ll teach you — they’re things you already live by. Genuine curiosity about AI. Not someone who’s read about it but someone who uses it daily, experiments constantly, and keeps finding new ways to work smarter.

What will you find working at INFINIT? Competitive Salary and Equity: We offer highly competitive salaries and a stake in our success with share options because we’re building this together. Diverse and Inclusive Team: Join a dynamic and international team in excess of 8 nationalities. You’ll have the chance to work with experienced professionals from around the world, fostering a rich learning environment. Inspiring Mission: We are dedicated to revolutionising business financing and making a positive impact on the European economy. Your work at INFINIT will have a lasting effect on businesses and communities. Health and Well‑being: Your health matters to us. You will have access to top‑quality Medical & Mental Health Insurance. Corporate Gym Discount. Quality Time Together: We foster a sense of community with annual gatherings and bi‑weekly office team gatherings. You’re more than welcome to join us for quality time. Personal Time Off: Enjoy flexibility with your personal time off. Flexibility and Ownership: We trust our team and we are goal‑oriented. Enjoy the flexibility of hybrid working 3 days a week in our London office and 2 from home.