Senior 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. What this role is all about As a Senior Customer Success Executive, you will strategically manage and grow relationships with top Tier 1 clients, ensuring long-term satisfaction, retention, and business growth. This role combines high-level client engagement, proactive risk management, and innovative thinking to meet performance goals while acting as a role model for customer relationship management across Infobip. You will coordinate closely with internal teams to deliver strong outcomes and continuously improve the end-to-end customer experience. What you’ll do Build and maintain strategic relationships with top Tier 1 clients through regular engagement and alignment on business goals Serve as the main point of contact for client business and technical needs, coordinating internal teams to resolve requests and escalations Understand client structures and decision-making processes to support solution adoption Deliver on quarterly KPIs, with a strong focus on Gross Profit, Margin %, and cross-sell/up-sell growth Propose creative and profitable account strategies, challenging existing models when needed Collaborate with Customer Success on existing and future SaaS business opportunities Coordinate with CPaaS Registrations and Platform Operations to ensure proper account setup and configuration Monitor client health and proactively manage risk in collaboration with Revenue Assurance Analyze and forecast client traffic, taking immediate action to protect and grow revenue Contribute feedback to improve internal tools such as Qlik and SuperUser Maintain accurate records of client engagement and opportunities in Salesforce Represent the client’s perspective internally to help shape Infobip’s customer experience Mentor team members and newcomers, acting as a role model for customer growth practices Stay informed on industry trends, competition, and their implications for Infobip’s strategy What makes you a strong fit Bachelor’s degree in Business, Management, Communications, IT, Telecommunications, or a related field, or equivalent experience 7+ years of experience in B2B Enterprise Key Account Management, Customer Success, Client Relations, Consultancy, or Business Development Proven experience driving customer retention and growth Experience engaging and presenting to C-level stakeholders Strong understanding of the customer journey and customer satisfaction principles Strong analytical, organizational, and administrative skills with a systematic approach to problem-solving Strong relationship-building and networking skills Experience in the SaaS industry is an advantage Self-driven, able to work independently while collaborating effectively within a team Excellent written and verbal communication skills in English Strong negotiation skills with clients, partners, and colleagues 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-DM1