Digital Customer Success Associate

Working at Infobip means being part of something truly global. With 75+ offices across six continents, we’re not just building technology — we’re shaping how more than 80% of the world connects and communicates. As employees, we take pride in contributing to the world’s largest and only full-stack cloud communication platform. But it’s not just what we do, it’s 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 you're looking for meaningful work and challenges that grow you in a culture where people show up with purpose, this is your opportunity. Let’s build what’s next, together. Purpose: As a Digital Customer Success Associate, you will play a vital role in managing self-service customers and ensuring their success with our digital products and services. Your responsibilities will include responding to customer requests, identifying opportunities for growth, and collaborating with internal teams to enhance the self-service experience. Additionally, you will be actively involved in analyzing data to identify potential leads for the sales department. Overall, the Digital Customer Success Associate role requires a proactive and analytical approach to ensure the success of self-service customers and drive continuous improvement in lead generation and conversion processes. Strong communication skills, attention to detail, and the ability to collaborate effectively with internal teams are essential for success in this role. Key responsibilities: • Manage Self-Service Customers: Actively engage with self-service customers to ensure their needs are met and they achieve success using our digital products and services. • Minimize Risks and Identify Growth Opportunities: Monitor self-service customer interactions to identify potential risks and opportunities for growth. Proactively address issues and capitalize on opportunities to enhance customer satisfaction and retention. • Respond to Self-Service Customer Requests: Promptly respond to inquiries and requests from self-service customers, providing assistance and guidance as needed to resolve issues and address concerns. • Contribute to Self-Service Improvements: Collaborate with more experienced colleagues to identify areas for improvement in self-service processes and customer experience. Actively participate in implementing enhancements to drive greater efficiency and effectiveness. • Drive Continuous Improvement in Lead Quality and Conversion Rates: Work closely with internal teams, including marketing and sales, to optimize lead quality and conversion rates within the self-service customer segment. Provide insights and recommendations based on customer data analysis to improve marketing-to-self-service and self-service-to-sales conversion funnels. • Analyze Data from Self-Service Customers: Utilize data analysis techniques to extract insights from self-service customer interactions and behaviors. Identify potential leads within the self-service segment and prepare these leads for handoff to the sales department. 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 .