Customer Success Executive - Maternity Cover (Up to 12 months)
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 Us
Infinity is a market-leading advanced analytics and call-tracking service working with some of the world’s most well-known brands. Our mission is clear, to become the best call-tracking provider in the world.
About the job
The 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 management.
Key Responsibilities
Commercial & Customer Support
* Assist with gathering customer data for pricing proposals, RFPs, and contract renewals.
* 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 opportunities.
* Provide insights into customer usage trends to support commercial decision-making.
* Assist in preparing for QBRs/EBRs, including gathering data and usage insights.
* Provide initial responses to technical or service-related complaints and escalate where necessary.
* Be reactive to customer queries, delivering exceptional service and resolving concerns efficiently.
* Collect customer feedback and escalate where needed to improve overall satisfaction.
Operations & Process Management
* Work with our Support Team to progress technical queries and escalate as needed.
* Handle billing processes to ensure adjustments and invoice resolution.
* Conduct billing and usage checks to identify discrepancies.
* Maintain and update customer data within the Customer Success Platform (CSP).
* Support daily operations, including tool management, data entry, and process improvements.
Key Skills & Behaviours
* Customer-first mindset.
* Organised with the ability to manage multiple priorities.
* Strong attention to detail, particularly in data handling and issue resolution.
* Ability to interpret usage data and identify opportunities for improvement.
* Strong verbal and written communication skills.
* Experience with CRM, CSP, or billing platforms is desirable but not essential.
Benefits you can enjoy
* 4.5 day working week (Half day every Friday- 1pm finish)
* 25 days holiday (with the option to buy up to an additional 5 days per year)
* Private single medical insurance
* Employee Assistance Programme
* Life Assurance (4x Salary)
* Enhanced Maternity and Paternity Pay
* Tech Scheme Loan (of up to £2,000 per year)
* Ride to Work Scheme
* Season Ticket Loan
At Infinity, 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.
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