Customer Success Manager

• Own the AI and automation roadmap for the Client Experience function in partnership with the Head of Client Experience.
• Improve the current chatbot and related AI tools, with focus on response quality, intent handling, containment, escalation logic, and customer satisfaction.
• Identify, evaluate, and implement suitable AI solutions, workflows, and service automation opportunities across customer support operations.
• Work closely with Product, Engineering, and relevant stakeholders on integrations, platform enhancements, and implementation of AI-related initiatives.
• Improve customer support workflows, knowledge base structure, and automation logic across customer service platforms and tools.
• Use service data, chatbot analytics, and customer feedback to measure performance, identify gaps, and drive continuous improvement.

AI Client Experience Manager

• Support customer outcomes by helping them realize more value from Autodesk solutions
• Use data triggered signals to proactively engage customers to align product capabilities with outcomes
• Establish adoption strategies to increase customer value and product usage
• Identify and engage at-risk accounts by using discovery skills and realign them toward success
• Collaborate cross-functionally with Sales, Renewals, Channel Partners, Support, and Services
• Deliver a high-quality experience that deepens customer satisfaction and loyalty
• Uncover and identify opportunities to expand customer relationships through value discovery and strategic conversations

Customer Success Advisor

• **The Role**The Enterprise Client Success Manager (CSM) exists to ensure the successful delivery, adoption, and long-term impact of our mental health benefits platform across key strategic and large enterprise accounts.
• This is a high-touch, consultative role focused on translating our solution into measurable value for clients. The Enterprise CSM owns the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. They act as a trusted advisor to senior HR and business stakeholders, ensuring the programme aligns with organisational priorities and drives meaningful outcomes for employees.
• **What You'll Do**
• **Main Responsibilities**
• - Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
• - Own end-to-end delivery of the mental health benefits platform across assigned clients
• - Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
• - Build strong, long-term relationships with senior HR and business stakeholders
• - Drive client satisfaction, retention, and expansion opportunities
• - Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
• - Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
• - Identify product enhancement opportunities based on client feedback and insights
• **Day-to-Day Activities**
• __**Client Relationship Management**__
• - Conduct regular client check-ins (weekly, monthly, quarterly)
• - Prepare and present QBRs and impact reports
• - Respond to client queries, escalations, and operational requests
• - Align on programme priorities, campaign calendars, and engagement initiatives
• - Manage renewals conversations and identify upsell/cross-sell opportunities
• __**Programme Delivery & Project Management**__
• - Oversee implementation timelines and onboarding processes
• - Coordinate webinars, roadshows, campaigns, and engagement initiatives
• - Ensure platform configurations, credits, and reporting are accurate
• - Track project milestones and manage internal follow-ups
• - Ensure service quality standards are maintained across clinical and operational delivery
• __**Strategic Advisory & Consulting**__
• - Develop tailored engagement strategies based on workforce demographics and needs
• - Advise clients on mental health trends, utilisation benchmarks, and best practices
• - Provide recommendations to improve adoption, communication, and ROI perception
• - Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)
• __**Data Analysis & Insights**__
• - Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• - Analyse trends and identify risks or growth opportunities
• - Develop insights and narratives to demonstrate programme impact
• - Use data to inform renewal and expansion discussions
• ____
• __**Cross-Functional Collaboration**__
• - Translate client feedback into clear product and operational requirements
• - Work with Product and Engineering on feature enhancements or fixes
• - Partner with Marketing on engagement campaigns and communication materials
• - Coordinate with Clinical and Delivery Ops for service quality and provider matters
• - Support Sales in enterprise pitches, renewals, and expansion proposals
• __**Continuous Improvement & Innovation**__
• - Identify recurring pain points and process inefficiencies
• - Contribute to internal playbooks, best practices, and reporting frameworks
• - Proactively suggest platform improvements to enhance scalability and client value

Client Success Manager

• 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

Customer Success Executive

• Partner with sales to develop regional customer engagement plans
• Execute customer engagement sessions for market awareness
• Serve as marketing point of contact for regional initiatives
• Track impact of marketing activities on sales and pipeline

See all jobs on JobTailor

AI Client Experience Manager

Customer Success Advisor

Client Success Manager

Customer Success Executive

Customer Engagement Manager