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Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Lead customer onboarding processes and implementation processes, including running direct onboarding calls to ensure customers achieve full set up and implementation quickly and successfully.
- Monitor and analyse customer health metrics (e.g. usage data, NPS) post-sales, proactively engaging with customers to increase platform adoption and usage, mitigate churn risks, and drive satisfaction.
- Contribute to the development of Customer Success playbooks, knowledge bases, and best practices.
- Serve as the primary point of contact, driving customer usage, knowledge of the platform, and success throughout the 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, SQL, 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
What you’ll need- 3+ 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
Comp & perks- Competitive Salary and Equity: We offer highly competitive salaries and a stake in our success with share options because we're building this together.
- 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.
- Flexible Benefits: Access Flexible Retribution benefits through a convenient mobile app
- 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 Paris office and 2 days from home.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer onboardingcustomer health metricsdata analysisSQLGoogle Analyticsdata-driven reportingcustomer engagementSaaSclient onboardingmetrics analysis
Soft Skills
ownership mindsetproblem-solvingresourcefulnesscustomer obsessionproactivitycollaborationcritical thinkingrelationship buildingcommunicationstrategic recommendations