Customer Success Manager

Role Overview

• 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.
• 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.
• 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.
• 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.

Requirements

• 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)

Tech Stack

• SQL

Benefits

• 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.