Senior Customer Success Manager responsible for customer engagement and product adoption at UpKeep. Building relationships and maximizing customer value within high - touch engagement model.
About the role
- Customer Success Executive at Infobip ensures SaaS customer success and adoption through partnerships and support. Collaborates with teams to drive business outcomes and advocate for customers.
Responsibilities
- Build and maintain trusted relationships with Tier 1 customers, driving account health, adoption, and expansion.
- Act as the primary point of contact for all SaaS-related matters, ensuring platform usage aligns with customer goals.
- Lead regular check-ins, discovery sessions, and strategic conversations to support upsell, cross-sell, and new-sell opportunities.
- Coordinate internal teams to deliver seamless end-to-end customer experiences.
- Monitor and analyze usage data (contracted vs. utilized packages, Portal behavior, Amplitude metrics) to identify adoption opportunities.
- Deliver product demos and support onboarding of new users and business units.
- Create and execute ongoing success plans after the initial 90 days, identifying risks and implementing mitigation actions.
- Partner with Growth, Sales, and Product teams to drive renewals, expansion, and new opportunities.
- Participate in product updates and help customers adopt new features.
- Keep all customer interactions and opportunities up to date in internal tools, sharing feedback and best practices to improve the SaaS experience.
Requirements
- Experience working with mid to large-scale SaaS customers, ideally in Enterprise or Digital Native segments.
- Strong technical understanding of SaaS solutions and ability to translate insights into customer value.
- Proven capability to manage complex accounts, coordinate cross-functional teams, and drive adoption.
- Analytical mindset with ability to interpret usage data and influence business outcomes.
- Excellent relationship-building, communication, and stakeholder management skills.
- Proactivity, ownership mindset, and passion for customer success.
- Ability to thrive in fast-paced, collaborative, and evolving environments.
Benefits
- 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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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