Customer Success Director

As a Customer Success Director - Enterprise at Backbase, you will play a pivotal role in deepening and expanding strategic partnerships with key enterprise customers across the region. As a trusted advisor, you’ll be responsible for nurturing executive-level relationships, guiding customers through every phase of the Backbase journey, and collaborating cross-functionally to drive exceptional customer satisfaction, retention, and growth. Your work will involve shaping and executing success strategies that not only maximize product adoption but also ensure customers derive long-term value from Backbase solutions.

With a strong focus on regional and bank-specific goals, you will be instrumental in driving advocacy, expanding revenue opportunities, and serving as the voice of the customer. Additionally, you’ll mentor and empower team members to enhance their performance and grow their careers within Backbase.

In summary:

• Drive adoption of Backbase Platform and Marketplace Partners;
• Grow revenue with existing customers;
• Be the Voice of The Customer with a passionate focus on customer needs ;
• Be relentlessly focused on ensuring our customers are advocates of Backbase;
• Mentor team members to enable their performance and career growth.

This role involves frequent travel across the region and requires a strong ability to build and maintain relationships with key executive stakeholders

What you’ll do

Customer Relationship Management: 

• Build and cultivate strong, enduring relationships with C-level executives and key stakeholders across the region, establishing trust as a strategic advisor;
• Facilitate high-stakes discussions with multiple stakeholders, aligning customer goals with Backbase’s solutions and navigating complex adoption and utilization challenges;
• Engage proactively with customers throughout the software development lifecycle, anticipating needs and positioning Backbase as an integral partner in their digital transformation journey.

Value Maximization:

• Partner with customers to identify high-impact opportunities for maximizing Backbase’s product value;
• Work alongside Backbase’s Customer Advisory leadership to tailor business cases to regional and customer-specific needs, offering strategic insights and best practices;
• Develop and implement joint success plans aligned with each customer’s strategic objectives and roadmap, ensuring the realization of tangible business outcomes, and connect the dots between similar use cases in other customers across the globe. 

Advocacy Building:  

• Identify and cultivate customer advocates who are willing to share their success stories and experiences with Backbase solutions;
• Actively promote customer success stories across Backbase’s network and industry events to strengthen the company’s brand presence and advocacy base.

Feedback Collection and Product Improvement:  

• Gather and analyze product utilization across multiple accounts in your and other relevant Backbase Hubs, providing strategic insights to R&D leadership;
• Act as a bridge between customers and Backbase’s product development organization. Work with the Backbase UX Research team, ensuring that customer needs and suggestions are considered in future product enhancements.

Account Management:  

• Lead renewals by ensuring alignment between customer success plans and demonstrated value realization, maintaining high levels of customer satisfaction and retention;
• Collaborate closely with Sales to uncover account growth opportunities, leveraging knowledge of the customer’s strategic initiatives to expand Backbase’s footprint and drive ARR growth.

Who you are

• Education: Bachelor’s degree in Technology, Business, or a related field is required; a Master’s degree or relevant certifications in customer success or account management is advantageous.
• Experience: 12+ years of experience in a customer success role in the technology or software industry dealing with enterprise customers. Evidence of creating and thriving in a high performance, fast paced company with the ability to work autonomously and take ownership of initiatives.
• Technical Acumen: Previous experience in roles requiring technical understanding, particularly in customer success management within the financial services technology industry.
• Customer-Centric Mindset: Passionate about delivering success for customers, with a deep commitment to understanding customer needs and delivering solutions that exceed their expectations.
• Innovative and Results-Driven: A growth mindset with the ability to think critically and develop innovative solutions through diving deep into data and analytics to drive decision making.
• Relationship Builder: Exceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade C-level stakeholders.
• Life-long learner and mentor: You’re passionate about keeping up to date with industry trends within the financial technology space, and in mentoring team members to perform and grow. 
• Autonomous and Cross-Functional: Ability to work independently, take ownership of customer success initiatives, and drive results, while collaborating across teams with Sales, R&D and Services colleagues, as well as Backbase’s partner network.
• Organizational and Analytical Skills: Highly organized, with the ability to prioritize, manage multiple complex projects, and adapt to a dynamic environment. Data-driven, with experience in analyzing customer success metrics to inform strategic decisions and optimize customer outcomes.
• Commercial and Functional Acumen: Understand the unique cultural and digital trends in the customer’s market and speak to business drivers, with a strong focus on maximizing value for customers at a strategic level.
• Frequent Traveler: You enjoy regular travel to client locations to build strong relationships with c-level stakeholders and ensure their success with Backbase.
• Hybrid Workplace: You will be based in our fabulous Atlanta HQ and come into the office 2 days per week, unless travelling for business purposes.

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.