Customer Success Executive

Job description

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. About the Role The Customer Success Executive is an individual contributor role focused on Enterprise and Digital Native SaaS customers. You are the trusted advisor customers rely on to maximise value from Infobip's SaaS solutions — driving adoption, retention, and long-term growth. This role requires a strong technical understanding of mid to large-scale SaaS solutions combined with sharp commercial instincts. You'll work closely with Squad members and cross-functional teams to understand customer goals, track key performance metrics, and ensure customers succeed throughout their lifecycle. The top priority: build positive customer experiences that sustain business growth and profitability. What You'll Do 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 What We're Looking For 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 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 . #LI-NA1