Customer Success Executive

Role Overview

• Build and maintain trusted relationships with assigned customers to achieve overall customer health and growth — through regular meetings, sharing Infobip's strategy and roadmap, and helping position against competitors
• Serve as the primary point of contact for all SaaS matters, maximising product adoption and platform usage
• Orchestrate cross-functional resources inside and outside Squads to fulfil customer requirements and drive business success
• Be the voice of the customer back to Infobip's Product SaaS organisation — communicate trending feedback and ideas
• Drive customer participation in business events, webinars, case studies, testimonials, product discovery sessions, and etc
• Ensure customers are kept up to date on relevant Infobip policy changes
• Own and create success plans for SaaS customers beyond the first 90 days. Monitor account health and proactively address SaaS risk with mitigation plans
• Maintain high customer satisfaction and nurture customers as Infobip advocates
• In partnership with cross-functional teams, identify and develop SaaS cross-sell opportunities within assigned accounts
• Support the Customer Growth Executive in driving SaaS cross-sell opportunities within the existing CPaaS customer base
• Participate in post-purchase product feature updates and demonstrations
• Ensure high SaaS renewal rates and meet quarterly retention, usage, adoption, and CSQL KPIs
• Collaborate with the Customer Growth Executive to prepare and deliver customer business reviews
• Actively shape how Infobip delivers end-to-end customer experience by bringing the customer perspective to internal stakeholders
• Contribute to the global customer success community through knowledge sharing and cross-regional best practice transfer
• Collaborate closely with Customer Growth Executives and Product Sales Experts to achieve defined goals
• Maintain excellent knowledge of Infobip products, platform, customer use cases, competitive landscape, and industry trends

Requirements

• 5 years of experience in customer success, account management, or a related role — ideally in SaaS, CPaaS, or cloud communications
• Experience managing enterprise or mid-market accounts in the local market
• Technically savvy with a strong understanding of SaaS solutions at both business and operational levels
• Proven track record of driving adoption, retention, and revenue growth in a customer-facing role
• Data-driven mindset — comfortable analyzing customer usage data to drive decisions and recommendations
• Strong communication, presentation, and relationship-building skills
• Ability to work cross-functionally and manage multiple stakeholders simultaneously
• Self-motivated individual contributor who thrives in a fast-paced, results-oriented environment
• Fluent in English; proficiency in additional languages is an advantage.

Tech Stack

• Cloud

Benefits

• Financial rewards & recognition
• A fair compensation aligned with your experience, industry, and market standards, performance-driven bonuses, regular reviews to support your growth and recognize your contributions, and a culture that values your impact.
• Flexible work arrangements
• We combine in-person collaboration with remote work and flexible working hours, because great ideas happen everywhere
• and not always between 9 and 5.
• ESOP (Employee Stock Ownership Plan)
• As an Infobip employee, you’ll have the opportunity to share in our company’s success through stock options.
• Work-life balance and Well-being
• We offer time off when you need it, special leave days for life’s big moments, and a flexible hybrid work model tailored to local regulations.
• Career mobility
• Your career is a journey. With internal mobility, upskilling, and mentorship, we help you shape your path.
• Professional development
• Learning never stops. Onboarding, mentorship, and training programs help you grow
• no matter where you start.
• International mobility
• Ready to take your career global? Explore short and long-term opportunities in our Hubs worldwide.