Customer Success Manager in Manchester

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. 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.

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 and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers experience and ensure customers are adopting the solution. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met.

Key Responsibilities

• Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand infinity products/services across your customers teams and markets.
• 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 certain higher value customers.
• Have commercial responsibility for customers that you engage with e.g. pricing, packages, renewals, cross/upsells etc.
• Help onboard new customers and realise value as quickly and effortlessly as possible (time to first value).
• Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms.
• Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. for your customers.
• Support or lead internal tasks and projects including timely and thorough production of reports and forecasts as required for the Customer Success function.
• Produce reports and forecasts as required for the Customer Success function, ensuring opportunities are kept up to date with relevant data and stages.
• Be the voice and customer advocate across the business, working closely with Product, Marketing, Sales and CX teams to ensure we are reviewing customer needs and prioritising where we think we can gain the most value across the client base.
• Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies.

Key Skills & Behaviours

• 2+ years of experience in a B2B software account management or customer success role.
• Proven experience effectively managing a large book of SME & Enterprise customers.
• Good presenter & communicator, able to structure and deliver presentations such as account reviews and QBR’s.
• Time management and prioritisation skills which are linked to ‘work ethic’.
• Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
• Excellent communication skills including telephone manner, with strong written and oral communication skills – fast and effective communicator via all channels.
• Strong experience and understanding of online marketing.
• A valued team member who upholds Infinity values and professional integrity.
• Ability to use own initiative and think ‘outside the box’.
• Customer focused individual who is self-motivated.
• Ability to build strong trusted relationships at any level of seniority.
• Strives to continuously raise standards.
• 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, 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, 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.

We believe conversations matter and that you deserve to understand yours better. Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns. Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including San Francisco, London, and Baltimore. Despite numerous additions to our platform, our founding principles still drive what we do now. We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier to get better results tomorrow. The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.