Senior Customer Success Manager - Growth

INFINITY TRACKING LIMITED; Manchester; Hybrid; GBP 55,000 - 60,000; Full time

Benefits offered by this job

4.5 day working week

25 days holiday

Private medical insurance

Employee Assistance Programme

Life Assurance

Paternity/Maternity pay

Tech Scheme Loan

Ride to Work Scheme

Season Ticket Loan

Social budget

Job summary

Infinity Tracking Limited is seeking a Senior Customer Success Manager to join our growing team in a hybrid role with two onsite days per week in Manchester. You will lead strategic accounts, drive adoption, and partner with product, sales and marketing to demonstrate value and secure renewals.

You will own a portfolio of enterprise customers, identify expansion opportunities, and mentor the CS team while delivering proactive programmes and executive reviews to maximise retention and growth.

Qualifications

• Experience in B2B software account management or customer success.
• Experience managing a large portfolio of enterprise customers.
• Proven ability to negotiate deals and pricing.
• Strong presentation and communication across stakeholders.
• Proven time management and prioritisation in fast-paced environments.
• Proficient in MS Office applications (Excel, Word, Outlook).

Responsibilities

• Execute and evolve the Customer Success strategy with the Head of Customer Success.
• Own commercial growth of your customer portfolio and identify expansion opportunities.
• Monitor health metrics, mitigate churn, and drive growth.
• Build relationships with senior stakeholders as a strategic advisor.
• Manage renewals, pricing, and cross-sell opportunities.
• Collaborate with Onboarding, Solutions, Product, Sales and CX teams.
• Lead regular business reviews and executive stakeholder engagement.

Skills

Communication

B2B software

Account management

Enterprise customers

Deal negotiation

Presentation skills

Time management

MS Office

Telephone skills

Online marketing

Job description

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 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.

About You

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.

Key Responsibilities

• 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 across Customer Success, identifying opportunities to enhance processes, leverage technology, improve scalability, and increase operational effectiveness.
• Manage a portfolio of strategic Enterprise customers, predominantly within the US market, ensuring exceptional customer experiences, measurable ROI, strong retention, and sustainable revenue growth.

Essential Skills

• Excellent written and verbal communication skills.
• 4+ years of experience in a B2B software account management or customer success role
• Proven experience effectively managing a large book of enterprise customers
• Proven commercial experience in winning deals i.e. opportunity identification, approach, pricing & quotes, agreements, negotiation
• Strong presenter & communicator, able to structure and deliver a clear, concise and authoritative message that engages the room
• Time management and prioritisation skills which are linked to ‘work ethic’. There will be times when this role will require early starts, late finishes, extra work to meet tight deadlines, time management is key in terms of setting multiple meetings in 1 day, thus making the best of time
• Knowledge of most standard desktop software applications e.g. excel, word, outlook etc
• Excellent comms skills inc. telephone manner, with strong written and oral communication skills – fast and effective communicator via all channels
• Strong experience and understanding of online marketing

Desirable Skills

• Experience in using Salesforce
• Experience with call tracking systems
• Experience in SaaS business
• Experience with contact centre environments
• Experience with Google Marketing Platform

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.

We believe conversations matter and that you deserve to understand yours better. Our journey started in 2010 when we identified the need for a call tracking product from over a decade of experience of managing paid search campaigns.

Following a steady, organic growth and a strategic investment, we now have a presence across five locations, including San Francisco, London, and Baltimore.

Despite numerous additions to our platform, our founding principles still drive what we do now. We give businesses clear, reliable insights on how their digital strategy is performing today, making it easier to get better results tomorrow.

The possibilities for our clients continue to grow as we work on numerous exciting developments, and curate an expanding network of tech and agency partners.