Customer Success Director

The role

You will drive customer satisfaction and success with Backbase's Engagement Banking Platform. You will build relationships with senior stakeholders, foster product adoption and license consumption, and contribute to Net ARR Growth.

What you will do

• Develop and nurture strong, long-lasting relationships with key customers across your region.
• Regularly engage with senior stakeholders to understand their evolving needs throughout the software development lifecycle.
• Facilitate complex discussions with multiple stakeholders and align their goals with Backbase's solutions.
• Collaborate with customers to identify opportunities to maximize the value they derive from Backbase products.
• Work with Backbase Customer Advisory to localize business cases.
• Develop joint success plans with senior stakeholders aligned with their strategic goals.
• Identify and cultivate customer advocates and collaborate with marketing on case studies and testimonials.
• Gather and analyze product utilization and end user feedback, and provide actionable insights to R&D.
• Proactively manage renewals and identify opportunities for account growth 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, with a 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.
• Strong written and verbal communication skills.
• Exceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade stakeholders.
• Ability to work independently and take ownership of customer success initiatives.
• Capable of prioritizing tasks, multitasking, and adapting in a dynamic environment.
• Willingness to travel frequently across the region.

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 to banks. The company's customers rely on its solutions to achieve their business goals.