Senior Customer Success Executive

Infobip · Chicago

Customer Support

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.

What this role is all about
As a Senior Customer Success Executive, you will be a trusted advisor for our most strategic Enterprise and Digital Native SaaS customers (Segments A, Ar, B). Your mission is to ensure their success by driving product adoption, retention, and long-term growth.

In this role, you will navigate a complex, high-impact environment, combining technical savvy with a strong business drive. You will partner with cross-functional squads to understand customer goals and exceed their expectations throughout their entire lifecycle, ensuring a world-class experience while maximizing business value and profitability.

What you’ll do

Build and maintain trusted, C-level relationships with Tier 1 accounts to drive overall health, retention, and expansion.
Act as the focal point for all SaaS matters, orchestrating internal resources to maximize product adoption and platform usage.
Define and execute strategic success plans, including 90-day adoption roadmaps and long-term growth strategies.
Analyze customer data and portal behavior to identify feature utilization opportunities and decrease time-to-value.
Proactively monitor and mitigate health risks, ensuring high renewal rates and customer satisfaction.
Identify and close cross-sell and upsell opportunities in collaboration with Account Executives and Growth teams.
Act as the "Voice of the Customer" for our Product organization, sharing feedback to influence the SaaS roadmap.
Mentor junior team members, guiding them on churn prevention, usage analysis, and best practices.
Drive customer participation in webinars, case studies, and industry events to turn clients into Infobip advocates.

What makes you a strong fit

Minimum 7 years of experience in B2B Enterprise Key Account Management, Customer Success, or Consultancy.
Proven track record in customer retention and growth within the SaaS industry.
Expertise in managing and presenting to C-level stakeholders.
Deep understanding of the Customer Journey and a passion for customer satisfaction.
Strong analytical skills with a systematic approach to complex problem-solving.
Exceptional networking and relationship-building abilities.
Self-driven professional, comfortable working independently and as part of a global team.
Full professional proficiency in English (written and verbal).
Bachelor’s degree in Business, IT, Telecommunications, or a related field.



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. 



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.