Customer Success Manager (Spanish + French Speaking) in London

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, empowering small business owners and their teams to seamlessly manage and optimize every aspect of their business with AI agents.

The Role

We are seeking a customer‑facing, focused and analytical Customer Success Manager. This role is ideal for someone who thrives at the intersection of technology, data, and client engagement. You will act as a trusted advisor to our customers, ensuring they realise maximum value from our solutions, while also serving as the critical link between Sales, Product, and Customer Success.

Customer Success Operations

• Lead customer onboarding processes, ensuring swift and successful implementation
• Monitor customer health metrics, proactively addressing churn risks and improving satisfaction
• Contribute to the development of Customer Success playbooks, knowledge bases, and best practices
• Serve as the primary point of contact for our customers, guiding them through onboarding, adoption, and renewal cycles
• Build strong, long-term relationships with clients, understanding their business goals and ensuring our platform supports their success
• Conduct regular business reviews with customers, offering insights, best practices, and strategic recommendations
• Act as the bridge between Sales and Customer Success, ensuring smooth handovers, alignment on customer needs, and coordinated communication
• Work closely with Product and Engineering to relay customer feedback, identify feature opportunities, and help influence the product roadmap
• Support Sales with upsell and cross-sell opportunities by spotting expansion potential and helping craft value-driven proposals
• Use Google Analytics and internal data tools to analyze customer usage patterns, identify risks, and uncover opportunities
• Investigate customer issues with a methodical, critical‑thinking approach, recommending solutions that improve outcomes and platform engagement
• Develop data‑driven reports and insights to support customer engagements and internal decision‑making

What do you need to be successful in this role?

• 3+ years of experience in Customer Success and Client Onboarding in a SaaS or Tech startup environment
• Ownership mindset: Takes initiative, solves problems independently, escalates thoughtfully
• Scrappy and resourceful: Comfortable working with evolving processes, systems, and ambiguity
• Customer‑obsessed: Acts as the voice of the customer internally, advocates for long‑term success
• Data‑driven: Uses metrics (NPS, health scores, churn signals, adoption data) to guide actions
• Proactive: Spots risk early, identifies expansion opportunities, and stays ahead of customer needs
• Collaboration‑oriented: Works seamlessly with Sales, Product, Operations, and Support
• Experience using CS or CRM tools (HubSpot ideally)

What will you find working at INFINIT?

• Competitive Salary: We offer highly competitive salaries
• Diverse and Inclusive Team: Join a dynamic and international team in excess of 8 nationalities
• Inspiring Mission: We are dedicated to revolutionising business financing and making a positive impact on the European economy
• Health and Well‑being: Your health matters to us. You will have access to top‑quality Medical & Mental Health Insurance
• Quality Time Together: We foster a sense of community with annual gatherings and bi‑weekly office team gatherings
• 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

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.