At a Glance
- Tasks: Lead customer success strategies and drive growth for a portfolio of enterprise clients.
- Company: Join Infinity, a leading analytics and call-tracking service with a vibrant culture.
- Benefits: Enjoy a 4.5-day work week, generous holiday, and health benefits.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping clients maximise their use of cutting-edge technology.
- Qualifications: 4+ years in B2B software account management or customer success required.
The predicted salary is between 55000 - 60000 £ per year.
Salary: £55,000-£60,000
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 growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world.
About The Job
We are seeking a highly motivated individual to join our Customer Success team as a Senior Customer Success Manager. In this role you will provide strategic support and input to the Customer Success Team, helping and guiding them through difficult commercial and strategic scenarios. You will work closely with the Head of Customer Success to understand the overall strategy of each account.
Key Responsibilities
- Partner closely with the Head of Customer Success to execute and continuously evolve the Customer Success strategy, supporting business growth and customer retention objectives.
- Own the commercial growth of your customer portfolio, proactively identifying opportunities to expand Infinity's products and services across customer teams, business units, geographies, and use cases.
- Monitor the health and performance of your customer portfolio through customer engagement metrics, adoption data, risk indicators, and account insights.
- Build trusted relationships with senior customer stakeholders, acting as a strategic advisor to drive value realisation, business outcomes, and long-term partnership success.
- Hold full commercial ownership of your customer portfolio, including renewals, contract negotiations, pricing, packaging, cross-sell and upsell opportunities, and revenue retention.
- Support customers throughout their lifecycle, working alongside Onboarding, Solutions, Product, Sales, and Customer Experience teams.
- Deliver a proactive success programme tailored to customer needs, including regular business reviews, success planning, executive stakeholder engagement, and strategic account development.
- Maintain expert knowledge of the Infinity platform, associated services, industry trends, and third-party integrations.
- Champion customer advocacy by partnering with Marketing to generate case studies, testimonials, reference programmes, and award submissions.
- Contribute to business planning through accurate forecasting, reporting, and pipeline management.
- Act as the voice of the customer across the organisation, influencing Product, Marketing, Sales, and CX priorities.
- Drive continuous improvement across Customer Success, identifying opportunities to enhance processes, leverage technology, improve scalability, and increase operational effectiveness.
- Manage a portfolio of strategic Enterprise customers, predominantly within the US market.
Essential Skills
- Excellent written and verbal communication skills.
- 4+ years of experience in a B2B software account management or customer success role.
- Proven experience effectively managing a large book of enterprise customers.
- Proven commercial experience in winning deals.
- Strong presenter & communicator.
- Time management and prioritisation skills.
- Knowledge of most standard desktop software applications e.g. excel, word, outlook etc.
- Strong experience and understanding of online marketing.
Desirable Skills
- Experience in using Salesforce.
- Experience with call tracking systems.
- Experience in SaaS business.
- Experience with contact centre environments.
- Experience with Google Marketing Platform.
Benefits You Can Enjoy
- 4.5 day working week (Half day every Friday- 1pm finish).
- 25 days holiday (with the option to buy up to an additional 5 days per year).
- Private single medical insurance.
- Employee Assistance Programme.
- Life Assurance (4x Salary).
- Enhanced Maternity and Paternity Pay.
- Tech Scheme Loan (of up to £2,000 per year).
- Ride to Work Scheme.
- Season Ticket Loan.
- Dedicated annual company and team social budget.
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.
Senior Customer Success Manager - Growth in Manchester employer: INFINITY TRACKING LIMITED
Infinity is an exceptional employer that fosters a dynamic and innovative work culture, offering a flexible working environment in either Reigate or Manchester. With a commitment to employee growth, we provide numerous benefits including a 4.5-day working week, generous holiday allowances, and comprehensive health insurance, ensuring our team members thrive both personally and professionally while contributing to our mission of becoming the best call-tracking provider in the world.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager - Growth in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at INFINITY TRACKING LIMITED. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like INFINITY TRACKING LIMITED before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager - Growth in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to INFINITY TRACKING LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at INFINITY TRACKING LIMITED specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at INFINITY TRACKING LIMITED!
How to prepare for a job interview at INFINITY TRACKING LIMITED
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
