infinit - Customer Success Manager

• Location: London • Type: Full-time • Location: London • ## What do we want to achieve together? • 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 satisfactionContribute to the development of Customer Success playbooks, knowledge bases, and best practices. • Customer Relationship Management • Serve as the primary point of contact, driivng 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. • ## What do you need to be successful in this role? • 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 (HubSpot ideally) • ## What will you find working at INFINIT? • Competitive Salary and Equity: We offer highly competitive salaries and a stake in our success with share options because we're building this together. • Diverse and Inclusive Team: Join a dynamic and international team in excess of 8 nationalities. You'll have the chance to work with experienced professionals from around the world, fostering a rich learning environment. • Inspiring Mission: We are dedicated to revolutionizing business financing and making a positive impact on the European economy. Your work at INFINIT will have a lasting effect on businesses and communities. • Flexible Benefits: Access Flexible Retribution benefits through a convenient mobile app • Health and Well-being: Your health matters to us. You will have access to top-quality Medical & Mental Health Insurance. • Quality Time Together: We foster a sense of community with annual gatherings and bi-weekly office team gatherings. You're more than welcome to join us for quality time. • Personal Time Off: Enjoy flexibility with your personal time off. • Flexibility and Ownership: We trust our team and we are goal-oriented. Enjoy the flexibility of hybrid working 3 days a week in our London office and 2 days from home. • Diversity and Inclusion