INFINIT

Customer Success Manager

INFINIT

full-time

Posted on:

Location Type: Hybrid

Location: Madrid • Spain

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Tech Stack

Swift

About the role

  • Lead customer onboarding processes, ensuring swift and successful implementation.
  • Monitor customer health metrics, proactively addressing churn risks and improving satisfaction.
  • Contribute to the development of Customer Success playbooks, knowledge bases, and best practices.
  • Serve as the primary point of contact for our customers, guiding them through onboarding, 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 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

  • 2+ 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)
Benefits
  • Competitive Salary: We offer highly competitive salaries
  • 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.
  • 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 Madrid office and 2 from home
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessClient OnboardingData AnalysisMetrics AnalysisNPSHealth ScoresChurn SignalsAdoption Data
Soft Skills
Ownership MindsetProblem SolvingResourcefulnessCustomer ObsessionProactivityCollaboration