VP of Customer Success

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VP of Customer Success 

Salary: Competitive (dependent upon experience)

Location: Reigate

Job Type: Full Time -  Fixed Term Contract 12-18 months


About Us 

Infinity is an advanced analytics and call tracking service. Since our launch in 2010, 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. 

About the role: 

 

We are looking for a customer success leader with experience in evolving/scaling a world class CS function within high growth SaaS businesses (Mat cover FTC until Dec22, start ASAP)

 

About You: 

In order to be successful in this role you will need to be truly passionate about MarTech, customers, and leading people. You will have scaled CS teams in high growth SaaS businesses. You are comfortable getting your hands’ dirty while never losing sight of the key strategic priorities. You will influence product development, business strategy and evolve CS/CX team operations. You are metrics orientated, organised, have senior influence, and take ownership of delivering IMPACT. You are an advocate for WORKING SMART, are DARING, FUN, and bring POSITIVE ENERGY every day. 


Key Responsibilities: 

TEAM 

  • Lead and manage & grow global CS team ~20 CSM’s - lead by example and be the figurehead for best practice, set high expectations, monitor performance, support and challenge as appropriate 
  • Evolve the team structure, roles, and responsibilities and hire, mentor and develop world-class customer success talent 
  • Determine staff requirements and seniority/experience required including gap analysis, manage resource plans, utilisation and hiring needs 
  • Support staff development including GA and digital marketing, presentation skills, product knowledge. Utilise and refine the skills matrix and career paths for staff 
  • Passionate advocate for the function and its reputation in the wider business, celebrate team successes and monitor the wellbeing of team members 

CUSTOMER ENGAGEMENT 

  • Build strategies to manage and scale customer relationships to maximize growth, ensure delivery against success plans, including nurturing C-level relationships across high-value accounts 
  • Active on key client accounts including attending quarterly QBR and active relationship with C/D-level client staff 
  • Support CSMs to drive better engagement, at higher levels, with greater impact 
  • Administer & evolve the client engagement model/service offer relating to customer segments e.g. Enterprise vs SMB 

METRICS 

  • Own & evolve the metrics for the CS function, notably gross and net retention, CSAT/NPS, expansion & risk, product adoption, CS activity and monitor these effectively to inform planning 
  • Create/monitor targets and up-sell looking at the cohorts and TAO in accounts and ensure involve sales where appropriate to crystallize this hidden value 

CONTENT 

  • Own positive business outcomes and how our product delivers against these. Ensure PBO is in place for all accounts, with a future roadmap and ensure the account plan sets out how to achieve this. 
  • Be a Product Champion for Infinity with a really strong working knowledge of the product. 
  • Ensure working effectively with Product, Marketing and Sales to identify good/bad/new use cases and an effective comms cascade. 
  • Working with Marketing responsible for client advocacy through case studies, video testimonials, speaking slots, sector knowledge. 

TOOLS / PROCESS 

  • Own, evolve and administer the Customer Success playbook 
  • Set and monitor best practice on customer intelligence across LISN, ZoomInfo, Feedly, News, People e.g. leavers/joiners, latest financials or news stories 
  • Ensure Salesforce is effectively used and maintained including users, ARR, another tech, to ensure that we are able to effectively search and market to the CRM database 

SENIOR MANAGEMNET 

  • Effective member of the Senior Management Team, working with peers across the business on shared goals, business objectives and strategic priorities including OKR’s  
  • Communicating results and operational updates to peers and the SLT (Senior Leadership Team), as well as the wider business
  • Manage the communication upwards and downwards to ensure effective flow of priorities and other matters of importance through the business, including staff sentiment and well being 
  • Work closely with Sales and Products to ensure best meeting needs of our clients e.g. quick and effective set-up, new integrations, customer feedback to support product development 
  • Support the GTM strategy through partnering closely with Product, Marketing, Sales and all other parts of the business to drive customer value, adoption, maturity and growth through our tech 

OVERSEAS 

  • Ensure best practices are followed by the INT offices/CSMs and create effective way to include them as a key part of the CS function. 
  • Consider resource and other requirements for new overseas e.g. Spain and how we can provide an effective service in the short term (as we ramp) and ongoing (e.g. language and other material). 
  • Create and maintain effective tools for international numbers and minutes to be able to quote effectively to clients. 

You'll need to have these essential skills/ experience: 

• 10+ years of experience in a Customer Success and/or Professional Services role. Sales experience will also be considered 

• Experience building and managing mid to large scale Customer Success and or Professional Services teams in a fast-paced, dynamic environment 

• Ability to move quickly and iterate 

• A strong strategic vision for customer success teams with an ambition to achieve best in class 

• A strong customer advocate with the ability and willingness to engage directly with customers 

• Ability to engage and influence individuals, teams, partners and at industry level events, across all levels of seniority 

• The skills to be a data-driven decision-maker, with a willingness to experiment and iterate 

• Strong empathy for customers AND passion for revenue and growth 

• An enthusiastic and creative leader with the ability to inspire others 

• Effective and productive collaborator to drive cross-functional initiatives 

• Strong organisational and analytical skills 

Benefits you will enjoy

Alongside a great team environment, tea and coffee on tap you will also get:

  • 22 days holiday (increasing to 23 after 1 years’ service, and 24 after 2 years’ service)
  • Private healthcare
  • Auto Enrolment pension savings 
  • Life Assurance x 4 salary
  • Ride2Work Scheme
  • Business handset (If required) 
  • Breakfast club 
  • Flexible working 


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.


We usually respond within three days

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

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

Manchester

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.

Already working at Infinity?

Let’s recruit together and find your next colleague.

email
@infinity.co
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