Senior Customer Success Manager

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Senior Customer Success Manager

Salary: £50,000 - £65,000

Location: Reigate/Manchester 

Team: Customer Success

Job type: Full Time 

Reporting To: Head of Customer Success 

About Us 

Infinity is an advanced analytics and call tracking service. We’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.  

The business was launched in 2010 and is an established UK market leader. Annual revenues 15m+ and significantly growing. The firm is already hugely profitable with 1600+ clients and employs 120+ people across London, Reigate, Baltimore & California USA and Spain.  We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams. 

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better.  Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy), which translates into our clients’ experience. 

Profile of Role

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. This will involve a continuous development of the way we encourage our customers to ‘use more’ and continue to see the value in our product. This may be through direct CSM engagement or through automation. You will work closely with Product, Marketing, Sales and Training 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 ensure customers are adopting the solution. 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

  • 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 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
  • Have full commercial responsibility for your customer book e.g. pricing, packages, negotiations, terms, renewals, cross/upsells etc. and where appropriate provide support to junior CSM’s in such matters across the wider customer book  
  • 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, working closely with Product, Marketing, Sales and CX 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   
  • Manage a portfolio of key Enterprise clients, ensuring that high customer satisfaction with the product & service and that positive business outcomes (ROI) are delivered 

Key Skills & Behaviours

  • 5+ 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 Enterpsrise level deals i.e. opportunity identification, approach, pricing & quotes, agreements, negotiation (£70k ARR+) 
  • 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.

Benefits you can enjoy

  • 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! Infinity is proud to be an equal opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets! Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.

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RH2 9AQ Reigate Directions View page


One St Peter's Square
M2 3AE Manchester Directions 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.

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