Customer Success Director

The role

You will drive customer satisfaction and success across the Middle East, helping customers get maximum value from Backbase's Engagement Banking Platform. The role involves building relationships with stakeholders from C-suite decision-makers to programme leaders, and frequent travel across the region.

What you will do

• Develop and nurture long-lasting relationships with key customers in your region
• Engage senior stakeholders to understand evolving needs throughout the software development lifecycle
• Facilitate complex multi-stakeholder discussions and unblock adoption and license consumption challenges
• Work with customers to maximize value from Backbase products and localize business cases with Customer Advisory
• Develop joint success plans with senior stakeholders and track business case realization
• Identify and cultivate customer advocates and work with marketing on case studies and testimonials
• Gather and analyze product utilization and end user feedback, and steward the Request for Feature process with Services
• Act as a bridge between customers and product development, working with UX Research
• Manage renewals by aligning success plans with value realization
• Identify account growth opportunities with Sales to expand ARR

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 in KSA
• Focus on customer success in the technology or software industry
• Previous experience in roles requiring technical understanding, particularly in customer success management within a software company
• Fluent in Arabic with strong written and verbal communication skills
• Proficiency in English
• Customer-centric mindset
• Ability to analyze data, provide actionable insights and maintain dashboards
• Exceptional communication, presentation and interpersonal skills, with the ability to challenge, negotiate, influence and persuade
• Ability to work independently and collaborate across Sales, R&D, Services and partners
• Ability to prioritize tasks, multitask and adapt in a dynamic environment
• Understanding of cultural and digital trends in the customer's market

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 in the region. The company works with banks to help them achieve their strategic goals through its solutions.