Customer Success Executive

Infobip APAC; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

ESOP

Career growth opportunities

Job summary

Infobip in Kuala Lumpur seeks a Customer Success Executive to drive adoption, retention, and growth for Enterprise and Digital Native SaaS customers. You’ll act as trusted advisor, coordinate squads, translate customer needs to product, and help maximize platform value across the customer lifecycle.

You will collaborate with cross-functional teams, manage senior stakeholders, and contribute to policy updates and go-to-market strategies while maintaining high customer satisfaction and renewal

Qualifications

• 5+ years of experience in customer success, account management, or a related role in SaaS/CPaaS/cloud communications
• Experience managing enterprise or mid-market accounts in the local market
• Technically savvy with a strong understanding of SaaS solutions at business and operational levels
• Proven track record of driving adoption, retention and revenue growth in a customer-facing role
• Data-driven mindset—comfortable analyzing usage data to drive decisions
• Strong communication, presentation and relationship-building skills
• Ability to work cross-functionally and manage multiple stakeholders
• Self-motivated individual contributor thriving in a fast-paced, results-oriented environment
• Fluent in English; additional languages are an advantage

Responsibilities

• Build and maintain trusted relationships with assigned customers to achieve health and growth
• Serve as the primary point of contact for all SaaS matters and maximize platform usage
• Coordinate cross-functional resources to fulfill customer requirements and drive success
• Relay customer feedback to Infobip’s Product SaaS organization and share ideas
• Drive customer participation in events, webinars, case studies, and product discovery sessions
• Keep customers updated on Infobip policy changes and product updates
• Own and execute success plans for SaaS customers beyond 90 days
• Monitor account health and address SaaS risk with mitigation plans
• Maintain high customer satisfaction and nurture customers as Infobip advocates
• Identify cross-sell opportunities with cross-functional teams within accounts
• Support Customer Growth Executive in driving cross-sell within CPaaS customers
• Participate in post-purchase product updates and demonstrations
• Aim for high renewal rates and achieve quarterly retention and usage KPIs
• Prepare and deliver customer business reviews with stakeholders
• Shape end-to-end customer experience by voicing customer perspectives
• Share knowledge within the global customer success community

Skills

Customer success

Account management

SaaS proficiency

Data-driven

Communication skills

Cross-functional collaboration

English fluency

Self-motivation

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.

About the Role

The Customer Success Executive is an individual contributor role focused on Enterprise and Digital Native SaaS customers. You are the trusted advisor customers rely on to maximise value from Infobip's SaaS solutions — driving adoption, retention, and long-term growth. This role requires a strong technical understanding of mid to large-scale SaaS solutions combined with sharp commercial instincts. You'll work closely with Squad members and cross-functional teams to understand customer goals, track key performance metrics, and ensure customers succeed throughout their lifecycle. The top priority: build positive customer experiences that sustain business growth and profitability.

What You’ll Do

• 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

What We’re Looking For

• 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

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.

Enjoy flexible work arrangements, Employee Stock Ownership Plan (ESOP), competitive salary and rewards, and time off when it matters most.

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.

We believe technology should unite people, not create distance.

That’s why we make advanced communication solutions available to businesses of all sizes, everywhere - empowering them to connect with their customers in ways that feel natural, personal, and meaningful. Because the future of communication belongs to all of us.

Economy 4.0: The Future of Communication | Official Documentary | CBS News

From a Croatian startup to a global leader, we’ve grown by seizing opportunities - and now it’s your turn. With 3,500+ peers in 75+ locations, Infobip is powered by diversity, innovation, and cross-border collaboration.

Here, you’ll connect with talented colleagues worldwide, learn from different perspectives, and grow beyond boundaries. Learn more Life at Infobip - Infobip.

Great work happens when you feel valued, supported, and motivated. That’s why our benefits are built to help you thrive - at work and beyond. Grow your career with internal mobility, mentorship, and global opportunities in our hubs worldwide. Join a company that values your growth, well-being, and success.

Learn more about our culture

Principles - Infobip