Customer Success Team Lead
At a glance
Senior Customer Success role at Infobip. 2 Locations · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead hiring, onboarding, coaching, performance reviews, and career growth for the Customer Success chapter
- Set the chapter’s professional standards and operating methods, then raise consistency across the organization
- Work with Squad Leads to connect functional priorities with business results and member impact
- Assess capability gaps and run targeted development efforts, feedback cycles, promotions, and succession planning
- Drive tooling adoption, remove obstacles, and spread useful Customer Success practices across the region
What you bring
- A background leading and developing Customer Success, Account Management, or related commercial teams
- Demonstrated people-management experience covering hiring, coaching, performance processes, and succession planning
- Experience operating in a matrix structure with chapter-and-squad or comparable models
- Strong communication, stakeholder management, strategic judgment, and hands-on execution skills
- Fluent English plus familiarity with capability assessment, development planning, and structured feedback
Who this fits
This role suits a senior people leader who can combine functional standards with practical team execution. You’ll work in a chapter-and-squad structure and coordinate closely with Squad Leads. The position is hybrid in Brazil.
From the employer
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 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
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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