Customer Success Management

Customer Success Manager

Zagreb - Croatia

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At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.


Why is this role important at Infobip?

In less than 10 years, we have rapidly grown from three brave founders into international IT company. It is essential to continue nurturing great relationships with our clients and maintain high customer experience standards. As the Customer Success Manager, you will be responsible for overseeing all the service delivery and assurance issues or escalations of key accounts. Design and implement development plans to ensure maximum client, operational, and personal effectiveness. This role will work with the Sales and Solutions team to advise on technology and service delivery concepts in support of the client's strategic direction and business plan.

 You know you are doing a good job when:

  • You are in contact with all the key accounts in your assigned market and have a great relationship with them.
  • You understand your client’s business, knowing exactly which products can help client to evolve their business. You are not afraid of reviewing product adoption and providing guidance to clients on how they can realize more value from the subscription.
  • You understand client’s success metrics and constantly work on delivering those metrics.
  • Clients, with whom you cooperate, are satisfied and they show it by stable and/or increased usage of service. They are our advocates.
  • Independently you can lead every aspect of the post-sale relationship, onboarding, training, demonstration, regular check-ins, support and renewals.
  • You can lead clients’ meetings and you do not back out when in contact with high-level roles (Vice Presidents, Heads of departments, COO, CTO, etc.).
  • You have necessary skills for organization, identification and prioritization of clients’ feedback and inquiry.
  • You have an excellent overview of the business and are up-to-date with the latest industry trends as well as the competition.
  • You enjoy collaborating with other internal departments to achieve results as a high performing, inter-dependent team.

More about you:

  • 2 to 4 years of experience in Client Management or Relations in SaaS industry or Banking/Financial sector.
  • Proven track record of success in a customer facing role.
  • Have the capability in managing projects with the biggest clients from different industries in South East Europe market.
  • Have experience in driving client engagement, handling difficult situations and challenges and delivering exceptional client service.
  • Comfortable working with all levels of management across the organization.
  • A positive and friendly attitude with willingness to do an innovative change.
  • You enjoy assisting other team members to define the best client strategy.
  • Excellent communication (written and verbal).
  • Great interpersonal and presentation skills.
  • Experience in Salesforce is an advantage.
  • Bachelor's Degree in Business, Management, Communications, IT, Telecommunications or other related degree; or equivalent combination of education and experience.

Why our employees choose us (and stay)?

  • Learn as you grow – Starting from the detailed onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development.
  • Never a dull moment – We work with powerful companies with great impact, which pushes us to work on the highest possible level. Work on uncharted challenges and push boundaries on a daily basis.
  • Opportunity Knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
  • Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of WhatsApp, Viber, Zendesk, O2 and… Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users!
  • Pay & Perks – Competitive salary, travel allowances, expatriate compensation packages for your business trips, rewards and holiday bonuses, a team taking care of all the equipment you need, team buildings and other organized activities… Talk about a balanced lifestyle!

Let's get the process rolling!

Follow the link in order to apply and submit your CV. Please be aware that we will contact only candidates who best match the requirements of the position.

Apply now