Customer Success Manager

Job Title: Customer Success Manager

Type: Full-time

Experience: 3+ years

Location: London

Launched in 2023, INFINIT is a fast-growing fintech scale-up operating in multiple countries across Europe and Americas.

At INFINIT we are on a mission to reshape the future of SMEs with AI at the forefront. Our all-in-one operating system has banking at its core, and empowers small business owners and their teams to seamlessly manage and optimize every aspect of their business with AI agents.

By focusing on specific industries, INFINIT delivers tailored, high-value solutions, while building innovative AI products to further unlock significant growth opportunities for our customers. INFINIT operates globally, with ambitions to further expand its footprint to redefine the fintech landscape for SMEs worldwide.

We are seeking a customer facing, focussed and analytical Customer Success Manager. This role is ideal for someone who thrives at the intersection of technology, data, and client engagement. You will act as a trusted advisor to our customers, ensuring they realize maximum value from our solutions, while also serving as the critical link between Sales, Product, and Customer Success.

The ideal candidate is comfortable dealing directly with customers, proactive in solving complex challenges, and capable of translating data insights into actionable recommendations. Your ability to combine deep analytical skills (Google Analytics, SQL) with strong relationship management will be essential to success in this role.

• Customer Success Operations
• Lead customer onboarding processes and implementation processes, including running direct onboarding calls to ensure customers achieve full set up and implementation quickly and successfully
• Monitor and analyse customer health metrics (e.g. usage data, NPS) post-sales, proactively engaging with customers to increase platform adoption and usage, mitigate churn risks, and drive satisfaction
• Contribute to the development of Customer Success playbooks, knowledge bases, and best practices.
• Customer Relationship Management
• Serve as the primary point of contact, driving customer usage, knowledge of the platform, and success throughout the adoption and renewal cycles.
• Build strong, long-term relationships with clients, understanding their business goals and ensuring our platform supports their success.
• Conduct regular business reviews with customers, offering insights, best practices, and strategic recommendations.
• Customer Advocacy & Cross-Functional Collaboration
• Act as the bridge between Sales and Customer Success, ensuring smooth handovers, alignment on customer needs, and coordinated communication.
• Work closely with Product and Engineering to relay customer feedback, identify feature opportunities, and help influence the product roadmap.
• Support Sales with upsell and cross-sell opportunities by spotting expansion potential and helping craft value-driven proposals.
• Data & Insight Generation
• Use Google Analytics, SQL, and internal data tools to analyze customer usage patterns, identify risks, and uncover opportunities.
• Investigate customer issues with a methodical, critical-thinking approach, recommending solutions that improve outcomes and platform engagement.
• Develop data-driven reports and insights to support customer engagements and internal decision-making.

• 3+ years of experience in Customer Success and Client Onboarding in a SaaS or Tech startup environment.
• Ownership mindset:
  Takes initiative, solves problems independently, escalates thoughtfully.
• Scrappy and resourceful:
  Comfortable working with evolving processes, systems, and ambiguity.
• Customer-obsessed:
  Acts as the voice of the customer internally, advocates for long-term success.
• Data-driven:
  Uses metrics (NPS, health scores, churn signals, adoption data) to guide actions.
• Proactive:
  Spots risk early, identifies expansion opportunities, and stays ahead of customer needs.
• Collaboration-oriented:
  Works seamlessly with Sales, Product, Operations, and Support.
• Experience using CS or CRM tools (Hub Spot ideally)