Regional Customer Success Manager at Infobip

You know you are doing a good job when you:

• Develop comprehensive growth plans, strategic objectives, and financial targets for key regional customers and give needed advice and course for teams to grow customers of all countries inside the region. 
• Work closely with other leaders in the region to optimize the process for the transition from the Sales to Customer Success
• Manage and develop CSM teams within the region, contributing to each team member’s growth and development by setting goals and supporting them in the CSM process
• Effectively communicate strategic initiatives, targets, and product information from HQ to the local teams
• Execute on new pipelines of revenue for the company with new and existing services
• Improve customer relations and diversify the utilized suite of products
• Design and drive CSM best practices and disseminate to the teams
• Provide infrastructure for the best upsell and cross-sell products and services of Infobip to identify new opportunities with customers
• Find ways to innovate within the region to build CSM teams and increase regional adoption of Infobip solutions
• Improve metrics among the CSM team including retention, client satisfaction and advocacy, total churn, NPS, and others
• Support other leaders in the building of a customer-centric team in the region
• Improve the employer brand for Infobip in Africa

More about you:

• Experience in customer-facing roles and in solution selling; preferably with exposure to SaaS industry
• Understanding of customer success management
• Strong technical knowledge of product management and marketing
• Willingness to learn and adapt to local market
• A history of increasing customer revenue through upsell and cross-sell opportunities
• Experience in project management
• Experience building and managing teams including goal setting
• Desire to learn new products and stay on the cutting edge of technology
• Take initiative and proactively seek creative solutions