Senior Customer Success Manager - Growth

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)

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.

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. You will work closely with Product, Marketing, Sales and Training to develop new ways for our customers to see the value.

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.

• Partner closely with the Head of Customer Success to execute and continuously evolve the Customer Success strategy, supporting business growth and customer retention objectives.

• Own the commercial growth of your customer portfolio, proactively identifying opportunities to expand Infinity's products and services across customer teams, business units, geographies, and use cases.

• Monitor the health and performance of your customer portfolio through customer engagement metrics, adoption data, risk indicators, and account insights, taking decisive action to mitigate churn risk and unlock growth opportunities.

• Build trusted relationships with senior customer stakeholders, acting as a strategic advisor to drive value realisation, business outcomes, and long-term partnership success.

• Hold full commercial ownership of your customer portfolio, including renewals, contract negotiations, pricing, packaging, cross-sell and upsell opportunities, and revenue retention.

• Support customers throughout their lifecycle, working alongside Onboarding, Solutions, Product, Sales, and Customer Experience teams to accelerate time-to-value and optimise the customer journey.

• Deliver a proactive success programme tailored to customer needs, including regular business reviews, success planning, executive stakeholder engagement, and strategic account development.

• Maintain expert knowledge of the Infinity platform, associated services, industry trends, and third-party integrations to confidently advise customers and identify growth opportunities.

• Champion customer advocacy by partnering with Marketing to generate case studies, testimonials, reference programmes, and award submissions that strengthen customer relationships and brand credibility.

• Contribute to business planning through accurate forecasting, reporting, and pipeline management, providing insight into revenue opportunities, retention performance, and customer trends.

• Act as the voice of the customer across the organisation, influencing Product, Marketing, Sales, and CX priorities to ensure customer needs are understood and opportunities for value creation are maximised.

• Drive continuous improvement…