Customer Success Director

London - Sales

Backbase

Customer Success Director

We established our base in the United Kingdom in 2013, choosing central London’s trendy Clerkenwell area. In a renovated diamond-cutting factory, you'll find 16 of our sales and customer success colleagues working hard to transform banks into digital natives.

Our cool, loft-style office is a 15-minute walk from the Thames River, St Paul’s Cathedral and all that Central London offers. Offering great transport links to the London Underground, trains and bike lanes, our office will keep you connected to both the city and its outskirts.

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* 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.

* Education: Bachelor’s degree in Technology, Business, or a related field. * Experience: 10+ years of experience in a customer-facing role, including consulting, customer support, delivery or account management in KSA, 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 Arabic, with strong written and verbal communication skills. Proficiency in English is also required. * 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.

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You own what you ship

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Real ownership means real responsibility. From day one, you set the pace, make the decisions, and see your work land where it matters. You drive the outcomes, you celebrate the wins.

You own what you ship

Subline

Real ownership means real responsibility. From day one, you set the pace, make the decisions, and see your work land where it matters. You drive the outcomes, you celebrate the wins.

The work is the standard

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We built something that didn't exist before - an AI-native Banking OS where humans and AI agents work side by side, at scale, inside real banks. We raise the bar because we've seen what's possible when you don't settle.

The work is the standard

Subline

We built something that didn't exist before - an AI-native Banking OS where humans and AI agents work side by side, at scale, inside real banks. We raise the bar because we've seen what's possible when you don't settle.

Ambition without ego

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You'll work with people who've shipped things most thought couldn't be done. Direct, down-to-earth, no egos. The kind of team where the best idea wins and everyone's genuinely glad when it does.

Ambition without ego

Subline

You'll work with people who've shipped things most thought couldn't be done. Direct, down-to-earth, no egos. The kind of team where the best idea wins and everyone's genuinely glad when it does.

Real AI, running in real banks

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We're not waiting for AI to be ready. It already is - running inside banks, serving customers, solving problems that matter, out in the real world today.

Real AI, running in real banks

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We're not waiting for AI to be ready. It already is - running inside banks, serving customers, solving problems that matter, out in the real world today.

Grow while you build

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Annual learning budget, global exposure, and work that moves you forward. Your growth and our mission go hand in hand.