Job Description

Location: Reigate or Manchester area

Working Pattern: Hybrid | 4.5 day working week (Half day Fridays) 2 days per week in office
Job Type: Full-time, Permanent
Reporting to: VP Marketing
Key stakeholders: Customer Success, Marketing Operations, Revenue Operations, Product

Salary range: £50,000-£60,000 Dependant on experience

About Infinity

Infinity is an award-winning call intelligence and conversation analytics platform that helps marketing, sales, and customer teams unlock insight from every conversation. As a fast-growth B2B SaaS business, we work with leading brands to improve performance, maximise ROI, and drive sustainable revenue growth.

As Marketing takes on increased accountability for retention and expansion, we’re investing in a more structured, lifecycle-led approach to customer growth. We’re now looking for a Customer Marketing Manager to help us strengthen adoption, drive expansion, and improve Net Revenue Retention (NRR) across our customer base.

The role

The Customer Marketing Manager owns marketing-led initiatives that drive customer adoption, retention, expansion, and advocacy

This role is responsible for shaping and executing customer growth strategies across the lifecycle – ensuring customers clearly understand, realise, and continue to unlock value from Infinity. Working closely with Customer Success, Product, Marketing Operations, and Revenue Operations, you’ll design campaigns and programs that support long-term customer growth and measurable commercial outcomes.

Key responsibilities

Customer growth & NRR

• Own marketing-led initiatives that support retention, expansion, and advocacy, aligned to NRR and expansion ARR goals.

• Identify opportunities to grow revenue through improved adoption, maturity, and value realisation across existing customers.

• Develop and prioritise customer growth initiatives that create measurable commercial impact.

Lifecycle strategy & execution

• Define and manage the customer lifecycle across onboarding, adoption, growth, renewal, and advocacy.

• Design and deliver lifecycle-led campaigns and communications that are timely, relevant, and value-focused.

• Partner with Marketing Operations to ensure lifecycle strategies are delivered through scalable, automated execution.

Adoption & expansion campaigns

• Create and run targeted campaigns that drive adoption and usage of existing capabilities and use cases.

• Create and run targeted campaigns that drive adoption and usage of new capabilities and use cases – supporting new product launches as a part of the businesses broader GTM team.

• Develop expansion campaigns supported by clear value propositions, proof points, and customer outcomes.

• Work closely with Customer Success to support account retention and expansion conversations focussed on improving product usage and maturity.

Customer value messaging & content

• Own customer-facing messaging frameworks that clearly articulate business value and outcomes.

• Translate product capabilities into meaningful benefits for different customer segments.

• Develop customer stories, case studies, and proof points that support retention, expansion, and advocacy.

Customer insight & feedback

• Gather and analyse customer insight from usage data, Customer Success feedback, and direct engagement.

• Identify barriers to adoption or growth and use insight to inform campaign and messaging improvements.

• Partner with Product and Marketing teams to ensure customer insight informs ongoing product and GTM strategy.

Advocacy & community

• Build and nurture customer advocacy through references, testimonials, case studies, and peer proof.

• Help turn satisfied customers into champions that support broader growth efforts

Skills & experience

• Extensive experience in Customer Marketing, Lifecycle Marketing, Growth Marketing, or a related B2B SaaS role.

• Proven experience driving customer adoption, retention, or expansion through marketing.

• Strong commercial mindset, with the ability to link marketing activity to business outcomes.

• Excellent storytelling and messaging skills, with a customer-first approach.

• Comfortable working cross-functionally with Customer Success, Product, and Operations teams.

• Data-informed and outcome-driven, with a focus on continuous improvement.

What success looks like

• Customers clearly understand and realise value from Infinity.

• Adoption and engagement increase across key use cases.

• Marketing makes a measurable contribution to NRR and expansion revenue

• Customer communications are consistent, relevant, and lifecycle-led.

• Marketing is recognised internally as a key driver of customer growth.

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 Family Friendly policies

• Tech Scheme Loan (of up to £2,000 per year)

• Ride to Work Scheme

• Season Ticket Loan

• Dedicated annual company and team social 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