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Infinity

Senior Customer Success Manager - Growth

Half day fridays£55k – £60kHybrid · Manchester or Reigate

Salary: £55,000-£60,000

Location: Flexible: Reigate or Manchester area

Job type: Full time

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.

We are obsessed with cutting-edge technology and continuously find 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, which translates into our clients’ experience.

About the  job

We are seeking a commercially driven Senior Customer Success Manager - Growth to join our Customer Success team, reporting directly to the VP of Customer Success.

Working alongside our Value Customer Success Managers across a predominantly UK Enterprise customer base, you will own the commercial growth agenda across the accounts you support. Your focus will be identifying and converting opportunities to expand Infinity’s products, services, features and use cases across new teams, business units and stakeholders.

This is an end-to-end commercial role. You will take opportunities from discovery and qualification through to business case, proposal, negotiation, contracting and close, carrying an annual expansion target of £400k.

You will also own the commercial renewal process and play a key role in bringing new Infinity products, services and propositions to our existing customers.

About You

You will be commercially minded, naturally curious and confident uncovering opportunities within existing Enterprise customers.

You will know how to build relationships higher and wider within an organisation, understand a customer’s business goals and turn those conversations into credible commercial opportunities.

You will be comfortable owning a number, managing a pipeline and forecast, building an ROI case and taking a customer through the complete sales process. You will combine strong Customer Success skills with the commercial discipline and sales methodology of an experienced Account Manager.

Key Responsibilities

  • Own an annual expansion target of £400k, identifying and converting growth opportunities across the customer accounts you support.

  • Own expansion opportunities end-to-end, including discovery, qualification, business case development, proposals, pricing, negotiation, contracting and close.

  • Own pipeline and forecast management, maintaining accurate CRM data and a clear view of in-quarter, next-quarter and full financial year opportunities.

  • Work alongside Value Customer Success Managers to identify where additional Infinity products, services, features and use cases can support customer business goals.

  • Build relationships higher and wider across customer organisations, developing new stakeholders across teams, functions and business units.

  • Identify and develop new customer use cases, creating clear success measures, ROI metrics and commercial cases for further investment.

  • Develop and manage customer trials, pilots and beta programmes, creating a clear path from initial use case through to wider commercial adoption.

  • Play an active role in Infinity’s go-to-market initiatives, introducing new products and services to suitable customers and feeding commercial insight back into Product and Marketing.

  • Own the commercial renewal process across the accounts you support, including pricing, packaging, contracts and negotiation.

  • Deliver strategic customer engagement linked to business goals and expansion opportunities, including commercial planning and senior stakeholder conversations.

  • Develop expert knowledge of the Infinity platform and associated services, alongside relevant industry, MarTech and customer experience trends.

  • Act as a voice of the customer across Infinity, particularly with Product and go-to-market teams, ensuring customer needs and potential expansion opportunities are understood.

  • Champion customer advocacy, identifying opportunities for references, case studies, testimonials, awards and wider customer partnerships.

Essential Skills

  • 4+ years' experience in B2B SaaS account management, commercial Customer Success or a similar growth-focused role.

  • Proven experience carrying and delivering against an expansion, upsell or revenue target.

  • Strong commercial experience across opportunity identification, discovery, qualification, pricing, proposals, negotiation, contracting and closing.

  • Experience using a structured sales methodology to progress opportunities and manage a commercial pipeline.

  • Strong forecasting discipline, with experience managing CRM, pipeline and revenue forecasts across current and future quarters.

  • Proven ability to grow existing Enterprise customers through new products, use cases, stakeholders and areas of the organisation.

  • Strong presenter and communicator, able to build credibility with senior stakeholders and articulate clear commercial and ROI-based propositions.

  • Strong understanding of digital marketing and MarTech.

  • Excellent organisation, time management and prioritisation skills.

  • Strong experience and understanding of online marketing

Desirable Skills

  • Experience using Salesforce and Planhat.

  • Experience with call tracking, conversation analytics or marketing attribution technology.

  • Experience working within a SaaS business.

  • Knowledge of the wider MarTech ecosystem, including advertising, analytics and CRM platforms.

  • Experience selling technology or services into contact centre environments.

  • Experience with Google Marketing Platform or other major advertising and optimisation platforms.

  • Experience supporting product launches, beta programmes or go-to-market initiatives within an existing customer base.

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

Apply now