[Remote] Director, Customer Success at Backbase

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.