Head of Customer Success Managment

  • Berlin, Germany, xx
  • Full-time
  • Department: Customer Success Management
  • Office: Any Office

Company Description

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.

Job Description

Why is this role important at Infobip?
 

We believe that we are successful only when our customers are receiving value from our service and grow with us. As such, we need a senior global executive, Head of Customer Success, responsible to design and develop the strategy for customer success and drive the CSM transformation together with a great team of Regional Customer Success Managers.

As a Head of Customer Success, one of your responsibility will be to help to foster a company-wide culture of Customer Success, build a customer-centric approach, and Customer Success community on a global level. 

Main responsibilities: 

  • Develop comprehensive growth plans, strategic objectives, and financial targets for CSM organization 
  • Create and implement customer success strategy 
  • Ensure strategic goals achievement with existing business 
  • Cooperate with sales directors in creating a sales strategy for the region 
  • Effectively communicate strategic initiatives, targets, and product information from HQ to all regions 
  • Work closely with Regional CSM’s to run a smooth transformation into SaaS 
  • Manage and develop Regional Customer Success Managers contributing to each team member’s growth and development by setting goals and supporting them in the CSM process 
  • Cooperate with sales directors in creating a sales strategy for the region 
  • Coordinate communication with other departments on a global level 
  • Create synergies and facilitate sharing of best practice and knowledge transfer across regions 
  • Deliver reports to management 
  • Develop tools, processes and good practices to support the work of regional teams

Qualifications

More about you:

  • At least 10+ years of experience in B2B sales development or customer-facing roles (SaaS, IT and Telecommunications would be advantageous) 
  • At least 5+ years of experience in leadership and organizational management 
  • You are credible, a subject matter expert capable to build deep, trusted relationships. 
  • You are problem solver, tech enthusiast and enjoy turning customers into engaged advocates 
  • Experienced in utilizing change management and business process mapping strategies 
  • You have self-starter approach to work, with an eagerness to take responsibility and consistently exceed objectives 
  • You are stress resilient – already developed mechanisms to deal with stressful situations 
  • You are a team player with the ability to build internal relationships at all levels 
  • Existing/Strong network of Enterprise type clients/contacts  
  • You have excellent communication skills 
  • You are adaptable and comfortable working in a progressive environment 
  • Open to travel to different countries and continents 
  • Being open to relocating to Croatia is a plus 

What are the values we would appreciate our Head of Customer Success has? 

  • Individual Excellence - Investing time and effort into personal and professional development 

  • Team Spirit & Humbleness – showing strong teamwork values and appreciating other people’s opinion  

  • Passion & Positive Attitude - having a positive mindset and enthusiasm in everyday work 

  • Creativity & Innovation - proposing creative solutions that bring positive change 

  • Growth – accepting failure as a learning moment & being open to accepting and giving feedback 

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