At a Glance
- Tasks: Drive customer success and growth by managing strategic accounts and enhancing client relationships.
- 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: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Be part of a dynamic team that values innovation and customer satisfaction.
- Qualifications: 4+ years in B2B software account management and excellent communication skills.
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, taking decisive action to mitigate churn risk and unlock growth opportunities.
- 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 to accelerate time-to-value and optimise the customer journey.
- 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 to confidently advise customers and identify growth opportunities.
- Champion customer advocacy by partnering with Marketing to generate case studies, testimonials, reference programmes, and award submissions that strengthen customer relationships and brand credibility.
- Contribute to business planning through accurate forecasting, reporting, and pipeline management, providing insight into revenue opportunities, retention performance, and customer trends.
- Act as the voice of the customer across the organisation, influencing Product, Marketing, Sales, and CX priorities to ensure customer needs are understood and opportunities for value creation are maximised.
- 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, ensuring exceptional customer experiences, measurable ROI, strong retention, and sustainable revenue growth.
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 i.e. opportunity identification, approach, pricing & quotes, agreements, negotiation.
- Strong presenter & communicator, able to structure and deliver a clear, concise and authoritative message that engages the room.
- 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 comms skills inc. telephone manner, with strong written and oral communication skills.
- 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
Infinity is an exceptional employer that fosters a dynamic and innovative work culture, offering flexible working arrangements in the vibrant Reigate or Manchester areas. With a commitment to employee growth and development, we provide opportunities to work with cutting-edge technology while enjoying a 4.5-day working week, including half-day Fridays, making it an ideal environment for those seeking meaningful and rewarding careers.
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. 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 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:Your cover letter is your chance to shine! Tell us why you want to work at Infinity 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!
How to prepare for a job interview at Infinity
✨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.
