Head of Customer Success
VetcoveFull Time
Expert & Leadership (9+ years)
The ideal candidate will possess over 10 years of experience in Customer Success or Account Management within SaaS leadership roles, with a minimum of 3 years managing teams. A proven history of achieving revenue targets through expansions, upsells, and retention, along with deep experience in enterprise accounts and commercial cycles, is essential. The role demands operational strength in building scalable processes and frameworks, high emotional intelligence, executive presence, and a metrics-driven mindset fluent in NRR, GRR, TTV, churn, CSQLs, adoption, and expansion pipeline contributions.
The Director of Customer Success will be responsible for driving measurable growth through customer success, owning Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue targets across enterprise, mid-market, SMB, and long-tail customer segments. This includes architecting and executing customer success motions that combine commercial accountability with operational scale, building playbooks and processes for CSQLs and expansion opportunities, and creating account planning and QBR frameworks. The role involves designing and executing customer journeys, implementing scalable systems, forecasting retention and expansion pipeline, overseeing strategic enterprise accounts, and acting as a senior escalation point. Additionally, the Director will build, mentor, and lead a high-performing CS team, foster a culture of commercial ownership, and serve as the customer's advocate, influencing cross-functional teams like Sales, Product, Marketing, and Support to maximize value delivery and capture.
Engagement banking platform for digital transformation
Backbase offers an Engagement Banking Platform that helps banks modernize their customer interactions and internal operations by replacing outdated IT systems. The platform allows banks to enhance customer journeys and eliminate operational silos, empowering both customers and employees. Backbase stands out by providing out-of-the-box web and mobile solutions, along with Model Bank accelerators that simplify digital transformation. The company generates revenue through platform usage fees, comprehensive documentation, and training, while also enabling banks to create unique features with their open APIs and SDK.