At Backbase, our customers are banks and credit unions transforming how they engage their own customers — and our most strategic accounts expect a partner who owns outcomes, not activity. As a Customer Success Director, you’ll own the region’s most important customer relationships from day one of engagement through renewal and expansion, serving as the executive-level trusted advisor who ensures each institution realizes measurable, durable value from the Backbase platform.
This is a senior individual-contributor role for someone who engages early and stays accountable. You’ll build multi-level stakeholder relationships, establish governance with senior leaders, own the success plan and value baseline through go-live, and orchestrate a single, coherent account strategy across delivery, product, and commercial teams. You’ll measure outcomes rather than tasks, run value realization reviews and executive business reviews that keep value visible to decision-makers, and turn healthy accounts into advocates, references, and expansion opportunities through the renewal cycle.
What you’ll do
- Own customer outcomes across the full lifecycle — Win, Implement, Adopt, Grow — engaging from day one rather than after issues appear.
- Build and sustain executive relationships, and agree governance schemes with senior stakeholders early in the engagement.
- Own the engagement model, success plan, and value baseline through go-live, and hold implementation teams accountable to their commitments.
- Orchestrate one account strategy and plan across internal teams, so the customer experiences Backbase as a single, coordinated partner.
- Drive adoption of the Backbase platform and Marketplace partner solutions, measuring realized value rather than activity.
- Run value realization and proactive consumption discussions with senior management, and orchestrate Executive Business Reviews and QBRs on a programmatic cadence.
- Grow revenue within existing accounts — identifying expansion when accounts are healthy and running concentrated, well-prepared renewal cycles.
- Serve as the Voice of the Customer, and convert satisfied customers into active references and advocates.
What this role requires
This role involves frequent travel across the region and a strong ability to build and maintain trust with executive stakeholders at financial institutions.
- Education: Bachelor’s degree in technology, business, or a related field required; a Master’s or relevant customer success / account management certifications are advantageous.
- Experience: 12+ years in customer success within the technology or software industry, with a track record of thriving in high-performance, fast-paced environments — working autonomously and taking ownership of outcomes.
- Technical acumen: Prior experience in roles requiring technical understanding, ideally in customer success within financial services technology. Hands-on experience with agentic and conversational banking solutions.