Customer Success Director

The role

You will drive customer satisfaction and success across APAC, helping customers get maximum value from Backbase's Engagement Banking Platform. You will build relationships with stakeholders from C-suite to programme leaders, and manage renewals and account growth.

What you will do

• Build and nurture long-term relationships with key customers in your region
• Engage senior stakeholders on evolving needs throughout the software development lifecycle
• Facilitate complex multi-stakeholder discussions and resolve adoption and license consumption challenges
• Work with Backbase Customer Advisory to localize business cases for the region and bank
• Develop joint success plans with senior stakeholders and track business case realization
• Identify and cultivate customer advocates and create case studies and testimonials with marketing
• Gather product utilization and end-user feedback and act as a bridge to product development
• Proactively manage renewals and identify account growth opportunities with Sales

Required qualifications

• Bachelor's degree in Technology, Business, or a related field
• 10+ years of experience in a customer-facing role, including consulting, customer support, delivery or account management
• Previous experience in customer success in the technology or software industry
• Technical understanding relevant to customer success management within a software company
• Strong written and verbal communication skills
• Proficiency in English
• Customer-centric mindset
• Results-driven, able to analyze data and maintain dashboards that drive adoption
• Exceptional communication, presentation and interpersonal skills, with the ability to challenge, negotiate, influence and persuade
• Able to work independently and collaborate across Sales, R&D, Services and partners
• Able to prioritize tasks, multitask and adapt in a dynamic environment
• Understanding of customer market trends and business drivers

Nice to have

• Experience in banking or other Financial Services

Before you apply

• Willingness to travel frequently across the region is required

About the company

Backbase provides an Engagement Banking Platform used by banks. The company works with customers in the APAC region on product adoption and success.