Customer Success Director

Job description

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. This role offers a unique opportunity to make a significant impact on Backbase’s customer success and grow our capability in your region, helping our customers achieve their strategic goals while driving growth and adoption of our engagement banking platform and other solutions.