Customer Growth Strategy & Operations Associate in London

Location: London

What about us?

Launched in 2023, INFINIT is a fast-growing fintech scale-up operating in multiple countries across Europe and Americas. At INFINIT we are on a mission to reshape the future of SMEs with AI at the forefront. Our all-in-one operating system has banking at its core, and empowers small business owners and their teams to seamlessly manage and optimize every aspect of their business with AI agents. By focusing on specific industries, INFINIT delivers tailored, high-value solutions, while building innovative AI products to further unlock significant growth opportunities for our customers. INFINIT operates globally, with ambitions to further expand its footprint to redefine the fintech landscape for SMEs worldwide. Join us on the INFINIT journey as we revolutionise the SME economy and drive meaningful impact through innovation.

The Role

As the Customer Growth & Operations Manager at INFINIT, you will own how we activate, onboard, and retain customers at scale designing the infrastructure that makes it repeatable, measuring what drives long-term value, and building the playbooks that grow with us. This isn’t a role where you inherit processes and optimise at the margins. You’ll diagnose what’s broken, design what comes next, and build the operational foundations from scratch.

You bring the structured thinking of a consultant and the bias for action of an operator. You’re equally comfortable in a strategic planning session and in the weeds of a customer journey audit. You speak in data without needing to be a data engineer. You know how to ask the right questions, find the signals that matter, and translate them into decisions that move the business forward. You’ll work closely with Growth, Product, and Sales, feeding ground-level insight back into the teams that shape how we acquire and serve customers.

What do we want to achieve together?

• You’ll own the end-to-end customer journey from activation through to ongoing success — designing the processes, building the playbooks, and ensuring nothing falls through the cracks as we scale across markets.
• You’ll build the operational infrastructure for customer success from the ground up: onboarding frameworks, health scoring, escalation protocols, and renewal workflows. You’ll define what ‘good’ looks like at each stage and instrument the business to know when we’re hitting it.
• You’ll work with data to understand where customers drop off, what early signals predict churn or expansion, and what interventions drive the biggest impact. You’re comfortable pulling insights from operational data without needing a team to do it for you.
• You’ll build and maintain reporting that gives the business real-time visibility into activation health, onboarding velocity, and retention trends. If the right metric doesn’t exist yet, you’ll define it.
• You’ll use AI tools natively — not as a novelty, but as a force multiplier. You’ll automate the repeatable, build systems that scale, and do the work of a much larger team.
• Alongside owning the customer motion end-to-end, you’ll feed the central Growth team with the patterns, signals, and ground-level insight that only someone running these processes day-to-day would catch.

What do you need to be successful in this role?

A background in strategy, operations, or consulting. You’ve worked somewhere demanding — a strategy consultancy, an investment.