Customer Success Director - MidMarket

The Job in Short 

As a Customer Success Director, you have accountability and responsibility for managing the success of the customers in your portfolio. In this role you will make a significant contribution helping Backbase enterprise customers successfully execute their digital transformation program through our products, services and your strategic insights. 

Meet the Job 

In this key leadership position, you will act as an Account Manager for a portfolio of customers in North America. You will champion the Backbase ways of working models with our customers, supporting them before, throughout, and after implementing the Backbase solution. You will be responsible for delivering excellence and customer enablement while collaborating with other technology and strategy areas towards the ultimate goal of achieving Customer Success.

Success is defined as accountability for delivering programs, accountability for driving the platform utilization and ROI for customer’s investment in Backbase solutions and services, accountability for up-and cross sell (Product License and Marketplace ACV) and accountability for an outstanding Net PromoterScore (NPS). 

This position requires an independent and proactive approach, as well as a passion for delivering outstanding customer experiences. You enjoy regular travel to client locations to build strong relationships with key stakeholders.

How About You

• 10+ years experience managing client commercial relationships on multiple levels  at high growth scale-up businesses with a strong knowledge in digital banking, fintech and SaaS. 
• Well-seasoned professional with proven senior account management experience (C-level customers), in a digital, software or technology environment
• Experience in the field of  Technology/Platform / SaaS solution in the role of managing and growing complex existing accounts. 
• 8+ years experience in the Financial services industry.
• Change management ability to work fluidly in ambiguous scenarios, fast pace and dynamic environments. Evidence of creating and thriving in a high performance, fast paced company with the ability to work autonomously and take ownership of initiatives.
• A strategic mindset with the ability to think critically and develop innovative solutions through diving deep into data and analytics to drive decision making.
• Work cross functionally with product marketing, sales and product development to establish product adoption and feedback loops.  
• Ultimately, make sure our Customers stay longer, buy more and advocate on Backbase’s behalf.
• Excellent written communication and presentation skills.Exceptional communication skills, you’re comfortable having conversations at leadership level and presenting to executives and customers. 
• Master’s degree (MBA preferred).