Customer Success Director

The Job in Short

Backbase is a pioneering software company with a vision to re-architect banking experiences around the individual customer through our Engagement Banking Platform. As a Customer Success Director, you'll be a key member driving significant value for both customers and the company. You'll own customer relationships and will be accountable for maximizing platform adoption, and driving a strategic approach to account expansion, retention, satisfaction, and advocacy.

Meet the Job 

You will establish and cultivate relationships with C-level executives across client accounts, becoming a trusted strategic advisor. You will champion the Backbase ways of working models with our customers, supporting them before, throughout, and after implementing the Backbase solution. You will work closely with cross-functional teams to ensure exceptional customer experience, retention and growth. This includes collaborating with Backbase Product, Services, and Value Consulting teams to develop and execute customer account plans designed to deliver tailored solutions that meet specific client needs and result in measurable upsell opportunities. Ultimately, you will make sure our Customers stay longer, buy more and advocate on Backbase’s behalf.

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

How About You

• 10+ years of proven and established leadership experience in customer account management at high growth scale-up businesses with a strong knowledge in digital banking and fintech.
• Experience in the field managing and growing complex existing accounts.
• Evidence of creating and thriving in a high performance, fast paced company with the ability to work autonomously and take ownership of initiatives.
• A growth mindset with the ability to think critically and develop innovative solutions through diving deep into data and analytics to drive decision making.
• Exceptional communication skills, you’re comfortable having conversations at leadership level and presenting to executives of customers. 
• Technical acumen in relation to the use of the product or service to better interface with technical teams and understand product capabilities.
• Accountability and personal organization are essential.
• You're passionate about keeping up to date with industry trends within the financial technology space.  
• You enjoy regular travel to client locations to build strong relationships with key stakeholders.

Join our team and make a significant impact on our customers' success!

Last updated on Aug 5, 2024