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 proactively engage with customers to drive adoption of our software and help them get value from it from the day they sign up and throughout their lifetime with Infinity. Every customer is important to us and retention is one of the key measures across our business, along with additional growth within an account. With this in mind you'll also play an active role in developing our programmatic strategy for automating customer journeys and encouraging customers to ‘use more’. You'll work with various teams across Sales, Product, Training, Support and Marketing to help you and our customers be successful. 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 customer’s 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 Be a trusted advisor for allocated accounts, managing customer relationships and escalations, focusing on solving business problems and creating value through customers adopting the solution. Drive retention and growth by proactively looking for upsell and cross-sell opportunities, reviewing accounts and using tools such as Datanyze and Duedil. Pass any cross-sell opportunities to the Sales team and ensure leads are followed up and escalated appropriately. Have full commercial responsibility for existing customers in an account e.g. pricing, packages and negotiations. Be accountable for the onboarding across your allocated accounts, ensuring customers are gaining value as quickly and effortlessly as possible. Work with the Solutions, Sales, Product teams to continually improve the onboarding process. Regularly review and monitor the customers health using various customer management tools. Play an active role in our ongoing programmatic strategy to drive overall adoption through automation and improving the customer experience. Drive a seamless customer experience by working cross-functionally with our product and services teams to ensure each new customer can quickly adopt and gain value. Maintain an advanced level of knowledge and understanding of the Infinity platform and subsequent services offered, including third party integration platforms. Understand customers’ levels of engagement, identifying potential risk along with advocates for case studies. Attend regular events and be an infinity product expert and advocate. Maintain an ethos of continual improvement whether that be re-defining processes, better use of technology or similar to maximise operational efficiencies. Act as a point of escalation for your customer’s critical issues. Key Skills Customer focused individual who is self-motivated Ability to build strong trusted relationships Time management and prioritisation skills Ability to use own initiative and think ‘outside the box’ Excellent telephone manner, with strong written and oral communication skills About the person 5 years of customer service experience in B2B software. A valued team member who upholds Infinity values and professional integrity. Proven experience in an account management or customer success style role. Knowledge of most standard desktop software applications e.g. excel, word, outlook etc. Inspirational presenter with excellent organization; project management; time management and communication skills. Self-starter mentality who controls their own destiny. Beneficial but not Essential Experience in using Salesforce. Experience of call tracking systems. Experience of online marketing. Experience of SaaS business Based in Reigate, but ability to travel across the UK to major customers.