Customer Success Executive 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 About UsInfinity 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 Infinit y. About the jobThe Customer Success Executive plays a key role in supporting customers across both retention and expansion. This role is responsible for handling customer queries, managing billing processes, and being a first point of contact for queries. It involves maintaining accurate customer data, identifying usage trends, and ensuring smooth day-to-day account managem ent.The role requires strong organisational skills, an eye for detail, and a proactive approach to problem-solving. Working closely with Customer Success Managers, the wider commercial team, and technical support, the Customer Success Executive helps ensure customers get maximum value from Infinity while also spotting opportunities for gro wth. Abou t You You thrive in a fast-paced environment and are committed to delivering an excellent customer experience. You have great attention to detail and are comfortable working with data, whether it's checking billing accuracy or identifying customer usage patterns. You're an organised, solutions-focused individual who can manage multiple tasks effici ently.You're a strong communicator, confident in working with both customers and internal teams to resolve issues and improve processes. You enjoy learning and are keen to develop your knowledge of Infinity’s product and customer needs. Key Responsi bilitiesCommercial & Customer SupportAssist with gathering customer data for pricing proposals, RFPs, and contract r enewals.Ensure contracts and SOFs are correctly stored and up to date.Identify areas for further product adoption and assist with gathering usage data to highlight expansion opport unities.Provide insights into customer usage trends to support commercial decision -making.Assist in preparing for QBRs/EBRs, including gathering data and usage i nsights.Understand Customer Maturity and health scores, supporting improvements where p ossible.Provide initial responses to technical or service-related complaints and escalate where ne cessary.Support internal Risk Clinics by adding context to potential risks and flagging concerns to the wid er team.Be reactive to customer queries, delivering exceptional service and resolving concerns effi ciently.Collect customer feedback and escalate where needed to improve overall satis faction.Support technical projects by gathering details and tracking p rogress.Understand where customers sit in the Customer Maturity Model and what that means for their eng agement.Stay aware of key competitors and share insights from customer inter actions.Provide basic industry insights based on customer engagements or support queries.Operations & Process Ma nagementWork with our Support Team to progress technical queries and escalate as needed.Handle billing processes to ensure adjustments, package amendments are correct and invoice res olution.Conduct billing and usage checks to identify discre pancies.Follow Salesforce ticket management, logging and tracking customer queries.Maintain and update customer data within the Customer Success Platfor m (CSP).Support daily operations, including tool management, data entry, and process impro vements.Provide feedback to refine internal processes and improve eff iciency.Key Skills & Be havioursCustomer-first mindset.Organised with the ability to manage multiple pri orities.Strong attention to detail, particularly in data handling and issue res olution.Ability to interpret usage data and identify opportunities for impr ovement.Proactive and solutions-focused mindset, always looking to improve customer exp erience.Strong verbal and written communication skills with the ability to work acros s teams.Experience with CRM, CSP, or billing platforms is desirable but not es sential.Beneficial but Not E ssentialFamiliarity with SaaS, digital marketing, or call tracking so lutions.Experience in customer-facing roles which focus on service, retention, or ex pansion.Understanding of billing processes and invoicing within a subscription-based b usiness. Benefits you can enjoy4.5 day working week (Half day every Friday- 1 pm finish)25 days holiday (with the option to buy up to an additional 5 days per year)Private single medical insuranceEmployee Assistance ProgrammeLife Assurance ( 4x Salary)Enhanced Maternity and Pat ernity PayTech Scheme Loan (of up to £2,000 per year)Ride to W ork SchemeSeason T icket LoanDedicated annual company and team soc ial 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