Digital Customer Success Associate

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. As a Digital Customer Success Associate , you’ll learn how to manage self-service customers, ensuring they effectively use our digital products. You’ll engage with customers via email, handle tickets, join meetings (English required), and perform upsells or cross-sells to increase customer value. Your role will involve monitoring customer interactions, analyzing data to identify risks and opportunities, and collaborating with teams to improve processes. You’ll also work closely with marketing and sales to enhance lead quality and conversion rates. Responsibilities: Manage Self-Service Customers: Engage with self-service customers to ensure they achieve success using our digital products. Minimize Risks and Identify Growth Opportunities: Monitor customer interactions to identify risks and growth opportunities, proactively addressing issues to enhance satisfaction and retention. Respond to Customer Inquiries: Promptly respond to customer requests and provide guidance to resolve issues. Contribute to Process Improvement: Collaborate with colleagues to enhance self-service processes and customer experience. Drive Lead Quality and Conversion Rates: Work closely with marketing and sales teams to improve lead quality and optimize conversion rates within the self-service customer segment. Data Analysis: Analyze customer data to extract insights and identify leads for handoff to the sales team. Requirements: Strong communication skills (English required) Analytical and proactive mindset 1-3 years in Customer-facing sales/support roles Interest in growing into direct customer-facing commercial roles. Willing to learn SaaS solutions / Digital products Collaborative profile Data analysis skills to monitor customer interactions and identify opportunities Nice to have: Knowledge of upselling and cross-selling strategies Familiarity with SaaS or digital product environments. Technical support, IT services, telecom, or contact center experience 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 .