Senior Enterprise SaaS Success Architect

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

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