Customer Success Team Lead

Working at Infobip means being part of something truly global. With 75 offices across six continents were not just building technology were shaping how more than 80% of the world connects and communicates.

As employees we take pride in contributing to the worlds largest and only full-stack cloud communication platform. But its not just what we do its 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 youre looking for meaningful work and challenges that grow you in a culture where people show up with purpose this is your opportunity.

Lets build whats next together.

Customer Success Chapter Lead

As a Customer Success Chapter Lead you are the functional backbone of the Customer Success discipline in your region. You own the people strategy from hiring and onboarding to coaching performance management and career development ensuring the chapter operates at the highest standard of excellence.

• You build and sustain a high-performing chapter by finding growing and retaining top talent creating a pipeline of future leaders ready to step up.
• You define the professional standards and work methodology for the chapter raising the bar on how Customer Success is practiced across the organization.
• You partner closely with Squad Leads to align functional goals with business outcomes ensuring that every chapter member is set up to deliver impact where it matters most.
• You run structured performance management cycles monthly quarterly and yearly feedback salary negotiations promotions and development planning with clarity and consistency.
• You identify skill gaps through capability assessments and drive targeted development initiatives so the team is always evolving ahead of business needs.
• You champion tooling adoption and continuous improvement removing roadblocks driving implementation and ensuring your team has what they need to succeed.
• You foster a culture of collaboration and knowledge sharing within the chapter so best practices scale across the region rather than staying siloed.

The impact youll have:

This role directly enables revenue growth by ensuring the right people are in the right seats at the right time. A well-staffed well-coached Customer Success chapter drives upsell cross-sell and retention outcomes that outweigh the cost of hire. Beyond day-to-day revenue you support strategic growth enabling market expansion new product adoption and long-term initiatives that shape Infobips future.

Qualifications What makes you a strong fit

• Proven experience leading and developing teams in Customer Success Account Management or a related commercial discipline
• Strong track record in people management hiring coaching performance management and building succession pipelines
• Experience working in matrix organizations particularly with chapter-and-squad (or similar) operating models
• Ability to balance strategic thinking with hands-on execution youre comfortable defining the vision and rolling up your sleeves to make it happen
• Excellent communication and stakeholder management skills youll be the bridge between functional excellence and cross-functional delivery
• Familiarity with capability assessment frameworks employee development planning and structured feedback practices
• A growth mindset you actively seek out new knowledge and practices to elevate team performance
• Fluency in English; additional languages relevant to the region are a plus

Diversity drives connection

Infobip is built on diverse backgrounds perspectives and talents. Were 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 theres 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 ones identity.

Read more about our hiring process.