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.
