Salary: £70k - £80k depending on experience  

Location: Flexible: Reigate or Manchester area 

Job type: Full time (Fixed Term Contract - 12 months)

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. As a company, we’re ever evolving, using cutting-edge tech and a drive for success to see us through. Our growth is exponential, with annual revenue of (£)18m+. Our mission is clear, to become the best call-tracking provider in the world. There’s never been a better time to join Infinity.

Profile of Role

The Head of Customer Success is responsible for leading and developing the Customer Success team to drive retention, growth, and customer satisfaction. This role involves defining and delivering a scalable Customer Success Program that ensures customers achieve their desired outcomes with Infinity.

You will work closely with the CS Management Team to shape retention and growth strategies, aligning team resources and processes to meet customer and business needs. A key part of the role is mentoring and coaching the team, ensuring performance is driven by clear KPIs and the effective use of tools like Planhat, Salesforce, Sisense, and Asana.

Success in this role requires a strategic approach to customer segmentation, proactive performance monitoring, and continuous optimisation of the CS function to deliver value at every stage of the customer journey

About You

You are a dynamic and experienced Customer Success leader with a strong track record of driving customer retention and expansion. You thrive on developing high-performing teams and have a passion for coaching and mentoring individuals to deliver measurable impact.

You combine a data-driven mindset with a customer-centric approach, using insights to refine processes, enhance performance, and shape strategic initiatives. You are confident in defining scalable programs that cater to different customer needs based on ARR, maturity, and journey stage.

You enjoy working cross-functionally, aligning CS with commercial goals, and advocating for the customer within the business. Your leadership style balances strategic thinking with a hands-on approach, ensuring your team is empowered to succeed while continuously evolving how Customer Success delivers value.

Key Responsibilities

TEAM

• Lead and manage the EMEA CSM team, setting high expectations, monitoring performance, and providing support and challenge as appropriate. Be the figurehead for best practice in Customer Success.

• Define and deliver the Customer Success Program to ensure customers achieve their desired outcomes with Infinity. The program should deliver a scalable model aligned with customer needs based on ARR, customer maturity, and their stage in the customer journey.

• Establish KPIs and performance monitoring frameworks that guide CSMs in executing the program effectively.

• Drive coaching and mentorship within the team to support individual and team development.

• Design and maintain an organisational structure that scales with customer and business needs, including resourcing, team growth, new roles, or tools where required—supporting business cases where necessary.

• Work closely with the rest of the CS Management Team to shape Retention and Growth Strategies based on both customer and business needs and ensure the team is structured to deliver against them.

• Implement and evolve ways of working that scale—working with CS management to ensure achieving global consistency in processes, reporting, and data.

• Develop and maintain effective communication strategies between CS and the business.

• Own the CS comms scheme

• Manage and report on capacity of the team based on the current service delivery profile. Share with GHOCS / VP of CS any risks, challenges and opportunities on the resourcing and capacity. Forecast and predict with Operational managers any changes to this due to business growth or contraction.

EMEA BOOK (CSM Managed)

• Own, lead, and manage all activity which services the EMEA Customer Book.

• Be responsible for organic growth and contraction, including RAMP of customers billing, working closely with Finance on quarterly seasonality, churn, and contraction reviews and enabling the team to change the outcomes.

• Ensure customer segmentation is embedded into CS processes, defining tailored engagement strategies based on ARR, maturity, and lifecycle stage.

• Ensure each CSM has a clear and coherent account plan covering business overview, stakeholders, opportunities, risks, and advocacy, with all activity logged in Planhat.

• Oversee and implement the Customer Success Program, ensuring customers receive the right engagement at the right time, guided by KPIs and Planhat data.

• Monitor and drive the effectiveness of the CS Program through performance reporting, ensuring CSMs are equipped with the insights and support needed to succeed.

• Drive forward the executive sponsorship program with all CSMs, making sure the high and wide strategy is enabled where required. Attend key customer meetings to mentor and train CSMs to deliver undeniable ROI and a consistent client experience.
  
  

METRICS
Own the delivery of the key metrics for the CS function, ensuring data is available from CSMs for consistent reporting and communication across:

• Net Retention (monitoring and targets)

• Risk (monitoring, escalation, and mitigation)

• Opportunity (Expansion & RN’s)

• Advocacy (Customer Happiness, NPS, Case Studies, Reviews, etc.)

• Product Adoption (Planhat tracking)

• Client Health

COACHING

• Drive a culture of high performance, accountability and continuous development, celebrating success and enabling specialisation within product knowledge, sales process, the MarTech industry, and CS playbooks.

• Ensure consistent career development opportunities for EMEA staff, including PDPs.

• Own and deliver a world-class onboarding experience for new CSMs.

TOOLS / PROCESS

• Own, evolve, and document the Customer Success Playbook in the CSP, ensuring it aligns with the CS Program and customer journey.

• Ensure Planhat, Salesforce, Sisense, and Asana are effectively used to drive visibility, efficiency, and reporting.

• Ensure CRM & Planhat data is accurate and actionable, including ARR tracking, CSM ownership, opportunities, and account status, allowing for effective marketing and engagement strategies. Accurate data is critical, and this role must ensure opportunities and risk status is accurate daily.

Key Skills & Behaviours

• Customer-first mindset, ensuring strategies and programs align with delivering customer value.
• Strong leadership and coaching ability, with experience in developing high-performing teams.
• Strategic thinker, able to define and implement scalable Customer Success programs.
• Data-driven approach, using insights to track performance, identify risks, and drive improvements.
• Ability to present and coach others on delivering insights from data that drive undeniable ROI. Use data to tell a story and influence change, internally and externally.
• Excellent communication skills, able to influence stakeholders and drive alignment across teams.
• Proactive and solutions-focused, constantly seeking ways to improve processes and team effectiveness.
• Experience with Customer Success tools such as Planhat, Salesforce, Sisense, and Asana.
• Ability to manage multiple priorities, balancing strategic initiatives with hands-on leadership. In turn, ability to coach and guide others to prioritise to best deliver the business outcome
• Experience within SaaS, MarTech, or a subscription-based business.
• Understanding of customer segmentation and lifecycle strategies.
• Background in customer retention, account management, or revenue growth roles.
  
  

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. In fact, 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