Customer Success Executive

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates.

As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s how we do it: with curiosity, passion, and a whole lot of collaboration.

We operate with an AI-first mindset, embedding intelligent tools into our daily workflows to work smarter and more efficiently. Every role here benefits from and contributes to this approach.

If you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity.

Let’s build what’s next, together.

The Customer Success Executive is an individual contributor role in regional structure, with a direct reporting line towards Customer Success Chapter Lead and indirect reporting line to Squad Team Lead where/if applicable. The Customer Success Executive is focused on Enterprise and Digital Native SaaS customers (Segments A, Ar, B). This role requires expertise in mid to large-scale SaaS at both business and operational level, with an advanced technical understanding of SaaS solutions. The role is technically savvy with a strong drive-in achieving business results.

The Customer Success Executive is fostering healthy working relationships across Squads. The purpose of this role is to be a trusted advisor to customers and ensure success through adoption, retention and growth. While partnering with Squad members and other internal cross-functional teams, Customer Success Executive must understand customer goals, key performance metrics, and exceed those goals throughout customer life cycle. Conducting administration tasks related to technical projects, setup and maintenance come with it. The top priority for this role is to develop positive customer experience while sustaining business growth and profitability by maximizing value.

 

Key responsibilities:
 

Customer Relationship Management 

• Build and maintain trusted relationship with assigned customers (Tier 1) to achieve overall customer health andgrowthby expanding the existing (given) client database, x-selling to existing CPaaS and/or SaaS clients, and acquiring new clients if needed to achieve KPIs for growth (regular meetings with clients, attending discovery meetings withCGEsfor potential x-sells and/or with AEs for potential acquisitions, share Infobip strategy and roadmap, help position against competitors, provide Infobip policy updates, etc.).
• Serve as a focal point of contact for all SaaS matters to maximize SaaS product adoption,platform usage and client expansion.
• Organize and orchestrate cross functional resources (inside and outside Squads) to fulfill customer requirements, and proactively engage and help customer achieve business success.
• Be the voice of customer back to our Product SaaS organization, communicate trending customer feedback and ideas.
• Drive customer participation and attendance in business related events/webinars or other promotive activities (case study, testimonials, ROCCO, product discovery, events).
• Update all activities regarding client engagements and opportunities in dedicated tools.
• Work closely with Customer Growth, Account Executives and PDMs for existing and future SaaS business. 
• Coordinate internal teams to timely fulfill client's requirements (Customer Growth, Account Exectuives, PDMs, Sales Engineers, Customer Support, Technical Account Administration, Platform Operations, Customer Analyst, Procurement, Revenue Assurance). 

SaaS Adoption & Maintenance

• Together with the Customer, define SaaS adoption and expansion plan for the first 90 days with Infobip.
• Analyze customer data (package purchased vs. utilized, Portal user behavior, other metrics in Amplitude) to improve customer experience and increase SaaS feature utilization.
• Help drive faster return on investment on Infobip SaaS solutions for customer (decrease time-to-value).
• Onboard additional users and business units by holding SaaS product demonstrations for customers.

 

Growth and Retention

• Own and create success plans for Infobip SaaS customers after the first 90 days.
• Monitor and proactively resolve SaaS health risks of assigned accounts (risk mitigation plan).
• Maintain high customer satisfaction and ensure that customers act as Infobip advocates.
• In partnership with internal cross-functional teams (inside and outside Squads), leverage relationship with the customer to identify and acquire SaaS cross-sell and new-sell opportunities.
• Assist the Customer Growth Executive and Account Executives while driving SaaS cross-sell opportunities with existing pure CPaaS customers’ base and/or new customers.
• Participate in SaaS product feature updates and product demonstrations post purchase.
• Ensure high SaaS renewal rate.
• Ensure that quarterly retention, usage, adoption and CSQL (Customer Success Qualified Leads) KPIs are met for assigned client base.
• Together with Customer Growth Executive, Account Executives, PDMs compile the relevant information to conduct customer business reviews.

 

Continuous Development

• Influence the evolution of how Infobip provides end-to-end customer experience by continuously giving additional customer perspective to the internal stakeholders.
• Participate in global customer success community through knowledge sharing and cross-regional transfer of successful practices.
• Work hand in hand with the Customer Growth Executive,Product Sales Expert, AEs and PDMs in ensuring the defined goals.
• Gain an intermediate knowledge of Infobip products, platform, market, and industry.

Why you'll love it here • 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.  While some benefits may vary by location, our goal remains the same: to support your growth, well-being, and success - wherever you are. 

Diversity drives connection

Infobip is built on diverse backgrounds, perspectives, and talents. We’re proud to be an equal-opportunity employer and are committed to fostering an inclusive workplace.

No matter your race, gender, age, background, or identity — if you have the passion and skills to thrive, there’s a place for you here.

All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, age, sex, sexual orientation, gender, gender identity, national origin, citizenship, disability, veteran status or any other part of one's identity.

Read more about our hiring process.

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