Customer Success Director

Backbase; Singapore; Hybrid; MXN 1,649,000 - 3,299,000; Full time

Benefits offered by this job

Annual learning budget

Global exposure

Hybrid work model

Performance incentives

Job summary

Backbase is seeking a Customer Success Director to drive customer satisfaction and retention across the Kingdom of Saudi Arabia and neighboring markets. You will manage executive relationships, maximize value from Backbase’s Engagement Banking Platform, and lead regional advocacy and renewal efforts.

The role requires frequent travel within the region, a strong strategic mindset, and collaboration with Sales, R&D, and Services teams. Hybrid work model and global exposure are available.

Qualifications

• 10+ years in a customer-facing role in technology or software.
• Experience in consulting, delivery, or account management in enterprise settings.
• Strong ability to manage relationships with C-suite to program managers.

Responsibilities

• Develop and nurture long-lasting customer relationships across the region.
• Drive value realization, adoption, and license consumption with strategic plans.
• Collaborate with marketing to create case studies and advocacy materials.
• Gather feedback to inform product roadmap and feature requests with R&D.

Skills

Customer success

Relationship building

Stakeholder mgmt

Travel readiness

Communication skills

Arabic language

English language

Education

Bachelor's degree

Tools

CRM software

Job description

We officially opened our Singapore office in November 2018, strengthening our presence in the APAC region. Located just a block from the Singapore River bay, our office is located in one of the co-working spaces in the city center. We are based in a vibrant area within walking distance to China Town and Raffles Place. From the small stores to a number of authentic restaurants and cafes, there’s excitement and hustle in the district.

Already sold on it? Well, we’ll just make it a bit better. The office is easily accessible by public transport: bus and MRT stops are just a few minutes away.

As a Customer Success Director at Backbase, you will be at the forefront of driving customer satisfaction and success across the Kingdom of Saudi Arabia. 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.

What you'll do

• 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.

Who you are

• 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.

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

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

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

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

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

17 offices. One mission.

Hybrid model, no micromanagement, offices across the world. The mission is clear. Where you do your best work is up to you.

Wellness that goes the distance

Real support built for the long game. We invest in the people who build the product, not just the product.