Enterprise Customer Success Manager (UK)

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Enterprise Customer Success Manager

Salary: £60,000-£85,000

Location: Reigate (flexi WFH)

Team: Customer Success

Job type: Full Time 

Direct Reports: Head of Customer Success

About Us 

Infinity delivers call intelligence pioneered for business. We unlock clarity from the conversations companies  have with their customers. We are a cloud-based call tracking platform, and an integral part of the technology stack for marketing teams and contact centres across our extensive international client base.

Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including London, Manchester, and San Francisco.

Despite our continued growth we stick to a set of core values which we think makes us a great place to work and has made us the success that we are today, and the success we will be in the future. To be part of this inspiring team, you will need to have Impact in all you do, work smart, and be daring, fun and positive! In return you will get a great work environment, a set of colleagues like no other, and be able to build your skills and career with us.


Profile of Role

We are seeking a highly motivated individual to join our Customer Success team as an Enterprise Customer Success Manager. In this role you will provide strategic support and input to the Customer Success Team. You will line manage CSM’s and will help and guide the team through difficult commercial and strategic scenarios. You will work closely with the Head of Customer Success to understand the overall strategy of each account to encourage our customers to ‘use more’ and continue to see the value in our product. You will work closely with Product, Marketing, Sales and CX teams to develop new ways for our customers to see the value.


 About you

The ideal candidate will be self-motivated and bring a high level of energy to the team. You will need to think outside the box and actively contribute to improve our customers experience and be able to motivate and inspire other CSM’s. You will be someone who is willing to go the extra mile and be able to spot customer needs and opportunities. You will be able to communicate effectively across departments and ensure the customer needs are being met.


Key Responsibilities  

  • Work closely with the Head of Customer Success to help deliver the growth strategy for the customer success function.
  • Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand infinity products/services across your customers teams and markets
  • Monitor the health of your customer book though tactics such as reviewing levels of customer engagement and risk scoring, providing strategic guidance to the Head of CS and ES country manager to mitigate or escalate risks
  • Deliver the service offer to your customer which typically includes weekly calls, monthly meetings, quarterly business reviews, account & success plans & ad hoc engagements, linking all activity to our ‘Postive Business Outcomes’ (PBO’s) and aligning with our customers goals and objectives.
  • Line management of Customer Success Managers and/or Customer Success Specialists
  • Have full commercial responsibility for existing customers e.g. pricing, packages, negotiations, terms etc. Along with reviewing levels of engagement across accounts to ensure we are not under or over servicing accounts
  • Support the onboarding project manager to ensure new customers realise value as quickly and effortlessly as possible (time to first value). Work with the Onboarding, Solutions, Sales, Product teams to support onboarding process improvement for the ES market
  • Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms
  • Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. for your customers
  • Support or lead internal tasks and projects including timely and through production of reports and forecasts as required for the Customer Success function
  • Produce reports and forecasts as required for the Customer Success function, along with the involvement of driving and setting KPI’s across the team
  • Be the voice and customer advocate across the business, partnering closely with Product, Marketing, Support and Training teams to ensure we are reviewing customer needs and prioritising where we think we can gain the most value across the client base
  • Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies 
  • Proactively look for upsell and cross-sell opportunities to expand customers, manage and facilitate complex commercial proposals and negotiation with Enterprise level customers to sell in increased services
  • Ability to create engaging well-constructed stories to build into presentations for our customers. Deliver presentations during stake situations and support CSM’s in their own content creation and delivery. 


Key Skills & Experience 

  • 7+ years of customer service experience in B2B software
  • Great people manager who can inspire others, with line management experience
  • 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’. There will be times where this role will require early starts, late finishes, extra work to meet tight deadlines, time management is key in terms of setting multiple meetings in 1 day, thus making the best of time
  • 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 – fast and effective communicator via all channels
  • Strong experience and understanding of online marketing

Key Behaviours 

  • A valued team member who upholds Infinity values and professional integrity
  • A selfless individual who thinks about the business and the team first
  • Ability to use own initiative and think ‘outside the box’
  • Customer focused individual who is self-motivated
  • Ability to build strong trusted relationships at any level of seniority
  • Strives to continuously raise standards e.g. what should a CSM review deck look like, does it work, how could it work better. This requires a proactive mindset
  • Self-starter mentality who controls their own destiny


Preferable Experience

  • Experience in using Salesforce
  • Experience of call tracking systems
  • Experience of online marketing
  • Experience of contact centre environemnts
  • Experience of SaaS business


Based in Reigate, but the ability to travel across the UK (and where necessary abroad) to major customers. 

We usually respond within a week

Or, know someone who would be a perfect fit? Let them know!


RH2 9AQ Reigate Directions HR@infinity.co View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

Already working at Infinity?

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