Customer Success Team 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 you'll 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 Infobip's 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 — you're comfortable defining the vision and rolling up your sleeves to make it happen
• Excellent communication and stakeholder management skills — you'll 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



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.

Read more about our hiring process.

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