Digital Customer Success Associate I - Growth & Insights

Infobip ltd.; Ciudad de México; Hybrid; MXN 350,000 - 520,000; Full time

Benefits offered by this job

Flexible hybrid work

ESOP opportunity

Career development

Job summary

Infobip is seeking a Digital Customer Success Associate to help self-service customers maximize value from our digital products. You’ll engage with customers via email, handle tickets, join meetings (English required), and contribute to upsell or cross-sell initiatives to boost customer value.

You will monitor interactions, analyze data to identify risks and opportunities, and collaborate with teams to improve processes.

Qualifications

• Strong communication skills in English.
• Analytical and proactive mindset.
• 1–3 years in customer-facing sales or support roles.
• Interest in growing into direct customer-facing commercial roles.
• Willing to learn SaaS solutions and digital products.
• Collaborative profile.
• Data analysis skills to monitor customer interactions and identify opportunities.
• Nice to have: Upselling and cross-selling knowledge.
• Familiarity with SaaS or digital product environments.
• Experience in technical support, IT services, telecom, or contact center.

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.

Skills

Strong communication

Analytical mindset

Experience 1-3 years

Growth mindset

Willing to learn SaaS

Collaborative profile

Data analysis

Upselling/cross-selling

SaaS/digital environments

Technical support/IT/telecom

Job description

Infobip is seeking a Digital Customer Success Associate to help self-service customers maximize value from our digital products. You’ll engage with customers via email, handle tickets, join meetings (English required), and contribute to upsell or cross-sell initiatives to boost customer value.

You will monitor interactions, analyze data to identify risks and opportunities, and collaborate with teams to improve processes.