Job Details
Customer Experience San Francisco Fully Remote **Customer Success Manager US (Remote) or Salt Lake City (Remote)**
We usually respond within **three days**
**Customer Success Manager**
**Salary: dependant on experience**
**Location: Remote in the US (local & international travel when required including UK twice a year) or Salt Lake City (Remote)**
**Team: Customer Success**
**Job type: Full Time**
**Direct Reports: US Head of Customer Success**
****The Company****
Infinity is an advanced analytics and call tracking service. Since our launch in 2010, weve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands. The business was launched in 2011 and is an established UK market leader. Annual revenues 16m+ and significantly growing. The firm is already hugely profitable with 800+ clients and employs 120+ people in London, Madrid, Reigate, Manchester, Baltimore & San Francisco US. Our US customers in the likes of Trugreen, Brinks Home Security, Rackspace & Promises Behavioral Health. We are also expanding our footprint across Europe, starting within the Spanish market where we anticipate growth and already have several large customers. We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams.
We are obsessed with cutting-edge technology and continuously finding 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.
**Profile of Role**
We are seeking a highly motivated individual to join our Customer Success team as a 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 Global 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**
* Work closely with the Global Head of Customer Success to help execute the strategy for the customer success function
* Be responsible for the performance (retention) of your allocated customer book, through limiting customer risks/churn and proactively engaging in commercial opportunities to expand infinity products/services across your customers teams and markets
* Monitor the health of your customer book though tactics such as reviewing levels of customer engagement and risk scoring, providing strategic guidance to the Global Head of CS to mitigate or escalate risks
* Deliver the service offer to your customer which typically includes weekly calls, monthly meetings, quarterly business reviews, account & success plans & ad hoc engagements
* Have full commercial responsibility for your customer book e.g. pricing, packages, negotiations, terms, renewals, cross/upsells etc.
* Support the onboarding project manager to ensure new customers realise value as quickly and effortlessly as possible (time to first value). Work with the Onboarding, Solutions, Sales, Product teams to support onboarding process improvement for the ES market
* Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms
* Nurture customer advocacy in collaboration with the marketing team to produce case studies, testimonials, award entries etc. for your customers
* Support or lead internal tasks and projects including timely and through production of reports and forecasts as required for the Customer Success function
* Produce reports and forecasts as required for the Customer Success function, along with the involvement of driving and setting KPIs across the team
* Be the voice and customer advocate across the business, working closely with Product, Marketing, Sales and CX teams to ensure we are reviewing customer needs and prioritising where we think we can gain the most value across the client base
* Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies
* Manage a portfolio of key Enterprise clients, predominantly in US but with scope for international reach, ensuring that high customer satisfaction with the product & service and that positive business outcomes (ROI) are delivered
**Key Skills & Experience**
* Fluent English speaker and excellent written and verbal communication skills.
* 3+ 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 where 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
**Key Behaviors**
* A valued team member who upholds Infinity values and professional integrity
* Ability to use own initiative and think outside the box
* Customer focused individual who is self-motivated
* Ability to build strong trusted relationships at any level of seniority
* Strives to continuously raise standards e.g. what should a CSM review deck look like, does it work, how could it work better. This requires a proactive mindset
* Self-starter mentality who controls their own destiny
**Beneficial, but not essential**
* Experience in using Salesforce
* Experience of call tracking systems
* Experience of SaaS business
* Experience of contact centre environments
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 London, Manchester, and San Francisco.
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 for them 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.