Customer Success Executive

Infobip

Customer Success Executive focusing on enterprise SaaS customers at Infobip. Building relationships and driving retention while maximizing product adoption and customer success.

Posted 5/22/2026full-timeKuala Lumpur • 🇲🇾 MalaysiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaSCPaaScloud communicationsdata analysiscustomer usage dataaccount managementcustomer success

Soft Skills

communicationpresentationrelationship-buildingcross-functional collaborationself-motivatedresults-orientedcustomer advocacy