Customer Growth Strategy & Operations Manager in London

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 optimize every aspect of their business with AI agents.

By focusing 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.

As the Customer Growth & Operations Manager 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.

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.
• Proven ability to build operational processes from scratch.
• Strong analytical instincts.
• Sharp commercial judgement.
• Exceptional intellectual horsepower.
• Structured thinking and relentless rigour.
• Genuine curiosity about AI.

What will you find working at INFINIT?

• Competitive Salary and Equity.
• Diverse and Inclusive Team.
• Inspiring Mission.
• Health and Well-being.
• Quality Time Together.
• Personal Time Off.
• Flexibility and Ownership.

INFINIT promotes an inclusive culture that seeks equity and values different perspectives. We are proud to be an equal opportunity employer and consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.