Backbase

Director, Customer Success

United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Cloud Storage, Biotechnology, SaaSIndustries

Requirements

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.

Responsibilities

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.

Skills

Customer Success
Net Revenue Retention (NRR)
Gross Revenue Retention (GRR)
Expansion Revenue
Upsells
Renewals
Sales Partnership
Customer Value
Playbook Development
Process Improvement
Customer Success Qualified Leads (CSQLs)

Backbase

Engagement banking platform for digital transformation

About Backbase

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Engagement Banking Platform that helps banks modernize their customer interactions and internal operations by replacing outdated IT systems.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.

Amsterdam, NetherlandsHeadquarters
2003Year Founded
$128.4MTotal Funding
GROWTH_EQUITY_VCCompany Stage
FintechIndustries
1,001-5,000Employees

Benefits

Hybrid Work Options

Risks

Emerging regulations like the EU AI Act may increase compliance costs for Backbase.
Competition from other fintech companies could erode Backbase's market share.
Integration challenges with TD Bank may arise if customer expectations are not met.

Differentiation

Backbase's platform offers seamless integration with any back-end system for banks.
The company provides out-of-the-box web and mobile journeys for digital transformation.
Backbase's Model Bank accelerators embody industry best practices for rapid implementation.

Upsides

Partnership with TD Bank enhances digital experiences for over two million cardholders.
Collaboration with Seven expands Backbase's influence in Africa and the Middle East.
Increased AI adoption in banking offers Backbase opportunities to enhance platform capabilities.

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