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.

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 Customer Success Executive, you will play a critical role in ensuring the success, adoption, and long-term growth of our SaaS customers in Enterprise and Digital Native segments. This is an individual contributor role reporting directly to the Customer Success Chapter Lead, with dotted-line collaboration to Squad Team Leads where relevant.

Your mission is to build trusted partnerships, empower customers to get maximum value from Infobip solutions, and drive strong business outcomes. You’ll orchestrate cross-functional teams, support adoption journeys, identify growth opportunities, and ensure customers become advocates of the Infobip ecosystem.

Success in this role means:

• Strong customer health and engagement.
• Driving SaaS adoption and time-to-value.
• Achieving retention, renewal, usage, and CSQL KPIs.
• Delivering a world-class experience powered by proactive support and strategic insight.

Key Responsibilities

• Build and maintain trusted relationships with Tier 1 customers, driving account health, adoption, and expansion.
• Act as the primary point of contact for all SaaS-related matters, ensuring platform usage aligns with customer goals.
• Lead regular check-ins, discovery sessions, and strategic conversations to support upsell, cross-sell, and new-sell opportunities.
• Coordinate internal teams to deliver seamless end-to-end customer experiences.
• Monitor and analyze usage data (contracted vs. utilized packages, Portal behavior, Amplitude metrics) to identify adoption opportunities.
• Deliver product demos and support onboarding of new users and business units.
• Create and execute ongoing success plans after the initial 90 days, identifying risks and implementing mitigation actions.
• Partner with Growth, Sales, and Product teams to drive renewals, expansion, and new opportunities.
• Participate in product updates and help customers adopt new features.
• Keep all customer interactions and opportunities up to date in internal tools, sharing feedback and best practices to improve the SaaS experience.

Qualifications – What makes you a strong fit

• Experience working with mid to large-scale SaaS customers, ideally in Enterprise or Digital Native segments.
• Strong technical understanding of SaaS solutions and ability to translate insights into customer value.
• Proven capability to manage complex accounts, coordinate cross-functional teams, and drive adoption.
• Analytical mindset with ability to interpret usage data and influence business outcomes.
• Excellent relationship-building, communication, and stakeholder management skills.
• Proactivity, ownership mindset, and passion for customer success.
• Ability to thrive in fast-paced, collaborative, and evolving environments.

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-RA1