Customer Success Executive - Value
Salary: Up to £35k Base + Bonus
Location: Flexible: Reigate or Manchester area
Working Pattern: Full Time | Hybrid, 2 days in office | 4.5-day working week, half-day Fridays
Customer Success Executive – Value
About Us
Infinity is the leading Call Intelligence platform, bringing clarity to the complex world of customer conversations. For businesses where inbound calls are a key conversion point for sales, the insight we deliver provides the visibility needed to measure which campaigns, channels, and keywords are driving phone sales. This data empowers businesses to make informed decisions and confidently reinvest in the marketing efforts that deliver the greatest ROI. It's especially valuable for businesses with significant digital marketing spend and complex, considered buying journeys that rely on phone calls to complete the sale.
We have recently launched Smart Outcomes, which brings together Conversation Analytics and AI to help marketers track and measure both the intent of callers and the outcome, supercharging the existing dataset by taking it one step further beyond tracking calls. With a strong presence in the UK and international markets, we are trusted by some of the world's biggest brands.
We foster a culture of collaboration, innovation, and continuous learning. Our team is passionate about delivering outstanding results and creating a workplace where people can thrive.
The Customer Success Executive is responsible for managing an allocated customer book, mainly made up of Tier 3 and Tier 4 customers, ensuring customers are retained, onboarded effectively and supported in achieving value from Infinity.
The role is accountable for customer retention, onboarding, customer engagement, health monitoring, risk identification and mitigation, product adoption, customer maturity and renewal outcomes, working closely with the Growth CSM where commercial renewal activity or growth opportunities are required.
The Customer Success Executive acts as the primary point of contact for customers in their book, building effective relationships, resolving queries, escalating risks where needed and ensuring customer activity is managed in line with the agreed service offer.
This role is suited to someone with experience in Customer Experience, Customer Service, Account Support or a similar customer-facing role, who is ready to develop into a Customer Success role.
The successful candidate will be confident working directly with customers, managing tasks, following processes, and working with internal teams to deliver the right outcome for the customer.
They will be organised, curious and willing to build strong product knowledge over time, with the ability to identify customer issues, ask good questions, and escalate risks or opportunities appropriately.
Customer Book Ownership: Own the performance and retention of your allocated customer book, mainly made up of Tier 3 and Tier 4 customers, by helping customers get value from Infinity, identifying risks early and ensuring agreed actions are followed through.
Customer Health Monitoring: Monitor customer health through engagement levels, usage data, health scores and risk signals, escalating concerns where appropriate.
Service Offer Delivery: Deliver a consistent service offer to customers, including touch-in calls, account reviews, training support and delivering Business Reviews, with cadence based on customer tier.
Product Knowledge: Build and maintain a strong working knowledge of the Infinity platform and related services, including key third-party integrations, so you can answer common customer questions and support effective product adoption.
Churn Prevention: Follow risk management playbooks to help identify and address potential churn triggers, working with the relevant CSM, CX, Support and Product teams to resolve issues quickly.
Success Planning: Create and maintain customer success plans, capturing customer goals, actions, success criteria and progress against Time to Live and Time to Value metrics.
Renewal Strategy: Jointly own renewal outcomes with the Growth CSM, with accountability for driving retention and GRR across the customer book. Own the customer value story, risk mitigation, usage insight, success plan progress and customer engagement required to support a successful renewal, while the Growth CSM manages the commercial elements of the renewal process.
Opportunity Identification: Identify potential upsell, cross-sell or adoption opportunities from customer conversations and usage data, passing these to the Growth CSM or relevant owner for qualification and progression.
Customer Advocacy: Help identify customers who may be suitable for case studies, testimonials, webinars, award entries or other advocacy activity, working with Marketing and Product Activation where appropriate.
CSP Management: Maintain customer updates in the Customer Success Platform, ensuring success plans, health metrics, risks and actions are current and actionable.
Experience: Experience in Customer Experience, Customer Service, Support, Account Support or another customer-facing role. Previous B2B, SaaS or software experience is beneficial but not essential.
Team Member: A collaborative team member who upholds Infinity values and works well with Customer Success, CX, Product, Marketing and Sales teams.
Beneficial but Not Essential
