Enterprise Customer Success Manager

Job description

**Job Title:** Enterprise Customer Success Manager **Type:** Full-time **Location:** Paris **What about us?** Launched in 2023, INFINIT is a fast-growing fintech scale-up operating in multiple countries across Europe and Americas. At INFINIT we are on a mission to reshape the future of SMEs with AI at the forefront. Our all-in-one operating system has banking at its core, and empowers small business owners and their teams to seamlessly manage and optimize every aspect of their business with AI agents. By focussing on specific industries, INFINIT delivers tailored, high-value solutions, while building innovative AI products to further unlock significant growth opportunities for our customers. INFINIT operates globally, with ambitions to further expand its footprint to redefine the fintech landscape for SMEs worldwide. Join us on the INFINIT journey as we revolutionise the SME economy and drive meaningful impact through innovation 🚀 **The Role** We have signed our largest customer to date: a European automotive dealer group operating hundreds of agencies across several countries, with thousands of daily users moving their entire used-vehicle operation onto INFINIT. As the Enterprise Customer Success Manager — Dealer Groups, based in Paris, you own that relationship. Not as one of ten logos in a portfolio — this is one account, and you go deep into it. You will know their network, their brands, their agency managers and their numbers better than anyone at INFINIT, and you will be the name they think of when they think of us. The role has two chapters. The first is the migration: you are embedded with the pilot agencies while we tailor the product, and you then own the deployment programme for the whole network — the setup of every agency and the rollout, country by country, on a committed date. Our project leads own the integration and the custom development; getting hundreds of agencies configured, trained and live is yours. The second chapter is the one that lasts: once we are live, this is pure enterprise account management at depth — adoption across thousands of users, the group's commercial results, the renewal, and the expansion of INFINIT across everything else they do. If your idea of account management is quarterly reviews and a shared inbox, this will not suit you. You will spend real time in dealerships. ### What do we want to achieve together? **First chapter — land it (through the migration)** - **Be embedded with the pilot agencies.** On site, in the showroom, next to used-vehicle managers, sales advisors and call-centre agents. You learn how they genuinely work — not how it was described in a meeting room — and you make the pilot succeed on their terms. - **Own the deployment programme.** You build and run the rollout plan for hundreds of agencies: sequencing, setup and configuration, user provisioning, training, go-live criteria, hypercare, and the migration tracker the group's leadership reads every week. This is genuine programme ownership — you hold the plan, not someone else's. - **Lead through the group's regional supervisors.** Your closest allies on the ground are the group's regional supervisors — their people, not ours, covering each part of the network. You set the plan, the cadence and the standards with them, and you make the programme theirs to succeed at, in an organisation where nobody reports to you. On our side, you can draw on INFINIT's Operations Agents for setup, configuration and data work. - **Run the product feedback loop.** You are the single channel between the group and our Product & Engineering teams. You separate a genuine platform gap from a habit dressed up as a requirement, write requirements engineers can act on, and hold a prioritised backlog the customer recognises as theirs. - **Protect the date without breaking trust.** Hundreds of agencies migrate inside a single quarter with a hard cut-over. You are the one who sees the risk early, says so, and gets it fixed. **Second chapter — grow it (the long game)** - **Drive adoption and value, agency by agency.** You track usage across the network, spot the sites that are behind, understand why, and fix it. You know which agencies love us and which ones are quietly not using us — and you never learn that from a dashboard alone. - **Be the group's business partner, not their vendor contact.** You understand their stock turn, their margin per vehicle, their lead conversion. You bring them insight they don't have, and you are credible with agency managers, with the DSI and with general management alike. - **Own the commercial outcome.** Retention and renewal of our largest contract, plus the expansion of INFINIT across the group — above all the deployment of our AI agents into their day-to-day operations. - **Turn one account into a model.** What you learn becomes INFINIT's enterprise dealer-group playbook. ### What do you need to be successful in this role? - **5+ years in enterprise account management in B2B SaaS**, owning a small number of large, complex, multi-site customers — not a broad portfolio. You have carried retention and growth on an account that mattered to your company. - **You have run a multi-site deployment, not inherited one post-go-live.** A rollout you personally planned and delivered: the sequencing, the readiness criteria, the training plan, the tracker, the escalation path. We will want the detail — how many sites, what broke, how you held the date. - **You can lead people who don't report to you.** The group's regional supervisors and site managers on one side; INFINIT's Operations Agents, Product and Support teams on the other. You set direction through clarity and credibility rather than authority. - **Genuinely hands-on.** You are comfortable being the most operational person in the room, doing training sessions yourself, sitting with end users for a full day, and being reachable when a site has a problem. - **Credible in two very different rooms.** A technical and contractual conversation with a group IT director, and a full day in a dealership with a used-vehicle manager who has no interest in software. Neither is a performance for you. - **Product instinct.** You are genuinely interested in how the product works, you can arbitrate configuration versus build, and you are comfortable telling a customer no and explaining why. - **Native-level French and fluent English.** A further European language is a strong advantage. - **Willingness to be in the field.** Expect roughly one to two days a week travelling across France during the migration phases, plus regular travel to the group's other European markets, and continued field presence afterwards. - **Automotive retail experience is a real plus** — used vehicles, DMS, stock, pricing, listings, leads — but curiosity for it is the non-negotiable part. You will spend a lot of time on the subject of used cars. ### What will you find working at INFINIT? - **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. - **Health and Well-being:** Your health matters to us. You will have access to top-quality Medical & Mental Health Insurance. - **Corporate Gym Discount** - **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 from home