At a Glance
- Tasks: Drive commercial growth and build relationships with enterprise customers.
- 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: We value diversity and encourage applicants from all backgrounds.
- Why this job: Be part of a dynamic team making an impact in the tech industry.
- Qualifications: 4+ years in B2B SaaS account management or commercial Customer Success.
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. We are obsessed with cutting-edge technology and continuously find ways to make our products even better. Success is part of our culture, we promote passion, team-working and fun!
About the job
We are seeking a commercially driven Senior Customer Success Manager - Growth to join our Customer Success team, reporting directly to the VP of Customer Success. You will own the commercial growth agenda across the accounts you support, identifying and converting opportunities to expand Infinity’s products, services, features and use cases across new teams, business units and stakeholders. This is an end-to-end commercial role, carrying an annual expansion target of £400k.
About You
You will be commercially minded, naturally curious and confident uncovering opportunities within existing Enterprise customers. You will know how to build relationships higher and wider within an organisation, understand a customer’s business goals and turn those conversations into credible commercial opportunities. You will combine strong Customer Success skills with the commercial discipline and sales methodology of an experienced Account Manager.
Key Responsibilities
- Own an annual expansion target of £400k, identifying and converting growth opportunities across the customer accounts you support.
- Own expansion opportunities end-to-end, including discovery, qualification, business case development, proposals, pricing, negotiation, contracting and close.
- Own pipeline and forecast management, maintaining accurate CRM data and a clear view of in-quarter, next-quarter and full financial year opportunities.
- Work alongside Value Customer Success Managers to identify where additional Infinity products, services, features and use cases can support customer business goals.
- Build relationships higher and wider across customer organisations, developing new stakeholders across teams, functions and business units.
- Identify and develop new customer use cases, creating clear success measures, ROI metrics and commercial cases for further investment.
- Develop and manage customer trials, pilots and beta programmes, creating a clear path from initial use case through to wider commercial adoption.
- Play an active role in Infinity’s go-to-market initiatives, introducing new products and services to suitable customers and feeding commercial insight back into Product and Marketing.
- Own the commercial renewal process across the accounts you support, including pricing, packaging, contracts and negotiation.
- Deliver strategic customer engagement linked to business goals and expansion opportunities, including commercial planning and senior stakeholder conversations.
- Develop expert knowledge of the Infinity platform and associated services, alongside relevant industry, MarTech and customer experience trends.
- Act as a voice of the customer across Infinity, ensuring customer needs and potential expansion opportunities are understood.
- Champion customer advocacy, identifying opportunities for references, case studies, testimonials, awards and wider customer partnerships.
Essential Skills
- 4+ years' experience in B2B SaaS account management, commercial Customer Success or a similar growth-focused role.
- Proven experience carrying and delivering against an expansion, upsell or revenue target.
- Strong commercial experience across opportunity identification, discovery, qualification, pricing, proposals, negotiation, contracting and closing.
- Experience using a structured sales methodology to progress opportunities and manage a commercial pipeline.
- Strong forecasting discipline, with experience managing CRM, pipeline and revenue forecasts across current and future quarters.
- Proven ability to grow existing Enterprise customers through new products, use cases, stakeholders and areas of the organisation.
- Strong presenter and communicator, able to build credibility with senior stakeholders and articulate clear commercial and ROI-based propositions.
- Strong understanding of digital marketing and MarTech.
- Excellent organisation, time management and prioritisation skills.
- Strong experience and understanding of online marketing.
Desirable Skills
- Experience using Salesforce and Planhat.
- Experience with call tracking, conversation analytics or marketing attribution technology.
- Experience working within a SaaS business.
- Knowledge of the wider MarTech ecosystem, including advertising, analytics and CRM platforms.
- Experience selling technology or services into contact centre environments.
- Experience with Google Marketing Platform or other major advertising and optimisation platforms.
- Experience supporting product launches, beta programmes or go-to-market initiatives within an existing customer base.
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, 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. Our recruitment process is completely anonymised, and 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.
Senior Customer Success Manager - Growth in Reigate employer: Infinity
Infinity is an exceptional employer located in Manchester, offering a vibrant work culture that prioritises employee growth and development. With a clear path for advancement to Talent/L&D Advisor or Specialist within 12–18 months, employees benefit from a flexible working pattern, generous holiday allowance, and a supportive environment that embraces innovation and AI integration. Join us to be part of a forward-thinking team dedicated to 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 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 Senior Customer Success Manager - Growth 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.
