Infobip
CustomerSuccessChapterLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Chapter Lead at Infobip. Skills: people management, team development, performance management, career development, strategic thinking, hands-on execution, communication, stakeholder management. own the people strategy — from hiring and onboarding to coaching, performance management, and career development. build and sustain a high-performing chapter by finding, growing, and retaining top talent”
What You'll Achieve.
ensuring the chapter operates at the highest standard of excellence; creating a pipeline of future leaders ready to step up; raising the bar on how Customer Success is practiced across the organization; ensuring that every chapter member is set up to deliver impact where it matters most; so the team is always evolving ahead of business needs; ensuring your team has what they need to succeed; so best practices scale across the region rather than staying siloed; enables revenue growth by ensuring the right people are in the right seats at the right time; drives upsell, cross-sell, and retention outcomes that outweigh the cost of hire; support strategic growth — enabling market expansion, new product adoption, and long-term initiatives that shape Infobip's future
What They're Looking For.
Must Have
Proven experience leading and developing teams in Customer Success, Account Management, or a related commercial discipline, 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, Excellent communication and stakeholder management skills, Familiarity with capability assessment frameworks, employee development planning, and structured feedback practices, A growth mindset
Nice to Have
Fluency in additional languages relevant to the region are a plus
What You'll Do.
own the people strategy — from hiring and onboarding to coaching
performance management
and career development
build and sustain a high-performing chapter by finding
and retaining top talent
define the professional standards and work methodology for the chapter
run structured performance management cycles — monthly
and development planning
identify skill gaps through capability assessments and drive targeted development initiatives
champion tooling adoption and continuous improvement
foster a culture of collaboration and knowledge sharing within the chapter
How You'll Work.
Team & Collaboration
partner closely with Squad Leads to align functional goals with business outcomes; foster a culture of collaboration and knowledge sharing within the chapter
Communication Scope
Excellent communication and stakeholder management skills
Full Job Description
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. **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 adop
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