Customer Success Director

Role Overview

Customer Success Director at Backbase, based in the Middle East. You will drive customer satisfaction and success across the region, ensuring customers derive maximum value from Backbase's Engagement Banking Platform.

Role Purpose

Foster product adoption and license consumption, enhance customer satisfaction, and contribute to Net ARR Growth by ensuring customers successfully leverage Backbase's solutions to achieve their business goals. You will position yourself as a trusted advisor to key stakeholders at all levels, from C-suite decision-makers to programme leaders.

Key Responsibilities

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.
• Facilitate complex discussions involving multiple stakeholders to align goals with Backbase's solutions and unblock adoption and license consumption challenges.

Value Maximization

• Collaborate with customers to identify opportunities to maximize value derived from Backbase products.
• Work with Backbase Customer Advisory to localize business cases and provide strategic guidance and best practices aligned to regional and bank-specific goals.
• Ensure customers are fully utilizing the range of product capabilities available to them.
• Proactively identify and address potential challenges, working towards solutions aligned with customer business objectives.
• Develop joint success plans with senior stakeholders with clear objectives aligned to their strategic goals.
• Actively work with customers on roadmap planning to track and ensure realization of the business case throughout the programme lifecycle.

Advocacy Building

• Identify and cultivate customer advocates willing to share their success stories and experiences with Backbase solutions.
• Collaborate with marketing teams to create case studies, testimonials, and other materials showcasing 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.
• 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 to ensure 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 to ensure continued customer satisfaction and retention.
• In collaboration with Sales, identify opportunities for account growth by understanding banks' business dynamics and leveraging them to expand ARR.

Qualifications & Experience

• Bachelor's degree in Technology, Business, or a related field.
• 10+ years of experience in a customer-facing role, including consulting, customer support, delivery, or account management in the Middle East.
• Focus on customer success in the technology or software industry.
• Previous experience in roles requiring technical understanding, particularly in customer success management within a software company.
• Experience in banking or other Financial Services is a plus.

Skills & Competencies

• Fluent in Arabic with strong written and verbal communication skills; proficiency in English is required.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to challenge, negotiate, influence, and persuade stakeholders.
• Strong focus on customer satisfaction with ability to analyze data and provide actionable insights.
• Ability to maintain dashboards that drive product adoption and customer success.
• Customer-centric mindset with deep commitment to understanding customer needs and delivering solutions that exceed expectations.
• Results-driven approach with focus on maximizing value for customers.
• Ability to work independently, take ownership of customer success initiatives, and drive results.
• Strong collaboration skills across teams with Sales, R&D, and Services colleagues, as well as Backbase's partner network.
• Capable of prioritizing tasks, multitasking, and demonstrating adaptability in a dynamic environment.
• Understanding of unique cultural and digital trends in customer markets with ability to speak to business drivers.

Additional Information

• Frequent travel across the region required to engage with banks and ensure their success with Backbase.