At a Glance
- Tasks: Manage customer relationships and ensure they get the most value from our platform.
- Company: Join Infinity, a leading Call Intelligence platform with a collaborative culture.
- Benefits: Up to £35k salary, hybrid work, and a 4.5-day week with half-day Fridays.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers succeed and grow their businesses.
- Qualifications: Experience in customer service or support roles; passion for helping others.
The predicted salary is between 35000 - 35000 £ per year.
Salary: Up to £35k Base + Bonus
Location: Flexible: Reigate or Manchester area
Working Pattern: Full Time | Hybrid, 2 days in office | 4.5-day working week, half-day Fridays
About Us
Infinity is the leading Call Intelligence platform, bringing clarity to the complex world of customer conversations. For businesses where inbound calls are a key conversion point for sales, the insight we deliver provides the visibility needed to measure which campaigns, channels, and keywords are driving phone sales. This data empowers businesses to make informed decisions and confidently reinvest in the marketing efforts that deliver the greatest ROI. It's especially valuable for businesses with significant digital marketing spend and complex, considered buying journeys that rely on phone calls to complete the sale. We have recently launched Smart Outcomes, which brings together Conversation Analytics and AI to help marketers track and measure both the intent of callers and the outcome, supercharging the existing dataset by taking it one step further beyond tracking calls. With a strong presence in the UK and international markets, we are trusted by some of the world's biggest brands. We foster a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering outstanding results and creating a workplace where people can thrive.
Profile of Role
The Customer Success Executive is responsible for managing an allocated customer book, mainly made up of Tier 3 and Tier 4 customers, ensuring customers are retained, onboarded effectively and supported in achieving value from Infinity. The role is accountable for customer retention, onboarding, customer engagement, health monitoring, risk identification and mitigation, product adoption, customer maturity and renewal outcomes, working closely with the Growth CSM where commercial renewal activity or growth opportunities are required. The Customer Success Executive acts as the primary point of contact for customers in their book, building effective relationships, resolving queries, escalating risks where needed and ensuring customer activity is managed in line with the agreed service offer.
About You
This role is suited to someone with experience in Customer Experience, Customer Service, Account Support or a similar customer-facing role, who is ready to develop into a Customer Success role. The successful candidate will be confident working directly with customers, managing tasks, following processes, and working with internal teams to deliver the right outcome for the customer. They will be organised, curious and willing to build strong product knowledge over time, with the ability to identify customer issues, ask good questions, and escalate risks or opportunities appropriately.
Key Responsibilities
- Customer Book Ownership: Own the performance and retention of your allocated customer book, mainly made up of Tier 3 and Tier 4 customers, by helping customers get value from Infinity, identifying risks early and ensuring agreed actions are followed through.
- Customer Health Monitoring: Monitor customer health through engagement levels, usage data, health scores and risk signals, escalating concerns where appropriate.
- Service Offer Delivery: Deliver a consistent service offer to customers, including touch-in calls, account reviews, training support and delivering Business Reviews, with cadence based on customer tier.
- Customer Onboarding: Own onboarding for new customers, ensuring they are set up correctly from a platform and billing perspective in line with their Service Order Form and Customer Success Document.
- Product Knowledge: Build and maintain a strong working knowledge of the Infinity platform and related services, including key third-party integrations, so you can answer common customer questions and support effective product adoption.
- Churn Prevention: Follow risk management playbooks to help identify and address potential churn triggers, working with the relevant CSM, CX, Support and Product teams to resolve issues quickly.
- Success Planning: Create and maintain customer success plans, capturing customer goals, actions, success criteria and progress against Time to Live and Time to Value metrics.
- Customer Relationships: Build positive working relationships with customer contacts, acting as their trusted point of contact and owning customer conversations within your allocated book.
- Feedback Gathering: Capture customer feedback, pain points and product requests during regular interactions, sharing them clearly with the Customer Success and Product teams.
- Escalation Management: Act quickly on customer issues, coordinating with CX, Support and internal teams to help drive positive outcomes and reduce repeat escalations.
- Renewal Strategy: Jointly own renewal outcomes with the Growth CSM, with accountability for driving retention and GRR across the customer book. Own the customer value story, risk mitigation, usage insight, success plan progress and customer engagement required to support a successful renewal, while the Growth CSM manages the commercial elements of the renewal process.
- Opportunity Identification: Identify potential upsell, cross-sell or adoption opportunities from customer conversations and usage data, passing these to the Growth CSM or relevant owner for qualification and progression.
- Customer Advocacy: Help identify customers who may be suitable for case studies, testimonials, webinars, award entries or other advocacy activity, working with Marketing and Product Activation where appropriate.
- Customer Training: Deliver basic customer training, promote relevant webinars and share best practice resources to help customers use the platform effectively.
- Internal Tasks and Projects: Contribute to internal tasks and projects that improve customer experience, operational efficiency, reporting or customer success processes.
- Reporting and Forecasting: Keep customer data, opportunities, health records and activity updates accurate and up to date in the relevant systems.
- CSP Management: Maintain customer updates in the Customer Success Platform, ensuring success plans, health metrics, risks and actions are current and actionable.
- Continual Improvement: Contribute ideas to improve processes, playbooks, customer communications and ways of working across the Customer Success team.
Key Skills & Behaviours
- Experience: Experience in Customer Experience, Customer Service, Support, Account Support or another customer-facing role. Previous B2B, SaaS or software experience is beneficial but not essential.
- Customer Focus: A strong customer-first mindset with a genuine interest in helping customers achieve successful outcomes.
- Communication Skills: Strong written and verbal communication skills, with a clear and professional telephone manner.
- Organisation: Able to manage tasks, follow up actions and prioritise workload effectively across a varied customer book.
- Relationship Building: Able to build positive working relationships with customers and internal teams.
- Problem Solving: Able to understand customer issues, ask good questions, and work with others to find the right resolution.
- Proactive Mindset: Willing to spot risks, raise concerns early, and look for ways to improve customer experience.
- Product Curiosity: Keen to learn the Infinity platform, understand how customers use it and build confidence in explaining features and best practice.
- Data and Systems: Comfortable using systems to update customer records, track actions, monitor health and support reporting.
- Team Member: A collaborative team member who upholds Infinity values and works well with Customer Success, CX, Product, Marketing and Sales teams.
- Commercial Awareness: Developing awareness of customer retention, renewals, product adoption and growth opportunities.
- Continuous Improvement: Open to feedback and keen to improve processes, customer interactions and personal capability over time.
- Career Motivation: Interested in developing within Customer Success and building capability in customer retention, onboarding, adoption and renewal management.
Beneficial but Not Essential
- Experience in SaaS, technology or digital business.
- Experience using CRM or Customer Success tools such as Salesforce or Planhat.
- Experience with call tracking, MarTech, analytics, or digital marketing.
- Experience working in contact centre, support or customer operations environments.
- Experience delivering customer training, webinars, or product walkthroughs.
- Basic understanding of customer retention, onboarding, renewals, or account management.
Core Role Metrics
- Customer Retention Rate
- Gross Revenue Retention ARR
- Customer Health Scores
- Customer Engagement Metrics, including touchpoints, Business Reviews and training attendance
- Renewal Outcomes and GRR Contribution
- Onboarding Completion and Time to Value
- Success Plan and CSP Data Quality
- Risk Identification and Escalation Activity
- Advocacy Participation
Customer Success Executive - Value in Reigate 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 Customer Success Executive - Value in Reigate
✨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 Customer Success Executive - Value in Reigate
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.
