(CS) Customer Success Director
The Job in short
As a Customer Success Director at Backbase, you will be at the forefront of driving customer
satisfaction and success across the region. You will be responsible for ensuring that our
customers derive maximum value from Backbase’s Engagement Banking Platform. This role
involves frequent travel across the region and requires a strong ability to build and maintain
relationships with key stakeholders at all levels, from C-suite decision-makers to programme
leaders.
Your mission is to foster product adoption and license consumption, enhance customer
satisfaction, and contribute to Net ARR Growth by ensuring that our customers successfully
leverage Backbase's solutions to achieve their business goals.
Meet the job
Customer Relationship Management:
● Develop and nurture strong, long-lasting relationships with key customers across your region.
● Regularly engage with senior stakeholders to understand their evolving needs and
expectations throughout the software development lifecycle, positioning yourself as a trusted
advisor and valuable resource.
● Facilitate complex discussions that involve multiple stakeholders, helping to align their goals
with Backbase's solutions and unblocking any adoption and license consumption challenges.
Value Maximization:
● Collaborate with customers to identify opportunities to maximize the value they derive from
Backbase products.
● Work with Backbase Customer Advisory to localize business cases. Provide strategic guidance
and best practices to ensure business cases align to the region and bank specific goals, ensuring
customers are fully utilizing the range of product capabilities available to them.
● Proactively identify and address potential challenges, working towards solutions that align with
the customer’s business objectives.
● Develop joint success plans with senior stakeholders, with clear objectives that are aligned with
their strategic goals.
● Actively work with the customer on roadmap planning to track and ensure the realization of the
business case throughout the programme lifecycle.
Advocacy Building:
● Identify and cultivate customer advocates who are willing to share their success stories and
experiences with Backbase solutions.
● Collaborate with marketing teams to create case studies, testimonials, and other materials that
showcase customer success.
Feedback Collection and Product Improvement:
● Gather and analyze product utilization, and end user feedback on product experiences,
providing actionable insights to R&D and steward the Request for Feature (RFF) process as a
joint responsibility with the Services team.
● 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:
● Proactively manage renewals by aligning customer success plans and business cases with
value realization, ensuring continued customer satisfaction and retention.
● In collaboration with Sales, identify opportunities for account growth by understanding the
banks’ business dynamics and leveraging them to expand ARR.
How about you
● Education: Bachelor’s degree in Technology, Business, or a related field.
● Experience: 10+
year
s of experience in a customer-facing role, including consulting, customer
support, delivery or account management in the APAC Hub region, with a focus on customer
success in the technology or software industry.
● Technical Acumen: Previous experience in roles requiring technical understanding, particularly
in customer success management within a software company.
● Language Proficiency: Fluent in English, with strong written and verbal communication skills.
● Customer-Centric Mindset: Passionate about delivering success for customers, with a deep
commitment to understanding customer needs and delivering solutions that exceed their
expectations.
● Results-Driven: Strong focus on customer satisfaction, with the ability to analyze data and
provide actionable insights and maintain dashboards that drive product adoption and customer
success.
● Relationship Builder: Exceptional communication, presentation, and interpersonal skills, with
the ability to challenge, negotiate, influence, and persuade stakeholders.
● 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 Skills: Capable of prioritizing tasks, multitasking, and demonstrating adaptability
in a dynamic environment.
● 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. Experience in banking or other Financial Services is a plus.
● Frequent Traveler: Willingness to travel frequently across the region to engage with banks and
ensure their success with Backbase.
This role offers a unique opportunity to make a significant impact on Backbase’s customer
success, helping our customers achieve their strategic goals while driving growth and adoption of
our engagement banking platform and other solutions.
