SVP Customer Success at Backbase

Amsterdam, North Holland, Netherlands

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Master’s degree or equivalent, preferably in business, customer success, or a related discipline
15+ years of experience in global SaaS or software companies, with at least 10 years in a senior leadership role focused on customer success, preferably in the financial services domain
Proven track record of developing and implementing successful customer success strategies in a fast-paced, international SaaS environment
Deeply committed to understanding customer needs and delivering solutions that exceed their expectations (customer-centric)
Strong analytical skills with the ability to leverage data to drive decisions and optimize customer success initiatives (data-driven)
Collaborative management style that fosters teamwork, accountability, and results
Pragmatic and innovative, with a passion for problem-solving and continuous improvement
Exceptional communicator

Responsibilities

Develop and own customer success strategy: Define and execute a comprehensive customer success strategy aligned with Backbase’s business goals, focusing on enhancing Rate (# Active Users), License Utilization by Product, and Value Realization metrics
Drive product adoption and value realization: Implement programs to drive product adoption and ensure customers fully realize the value of their investments, contributing to Net ARR Growth across the current install base
Champion NPS improvement: Lead initiatives to enhance Net Promoter Score (NPS) by continuously refining customer engagement strategies and ensuring the delivery of exceptional customer experiences
Stakeholder engagement: Serve as the primary senior stakeholder for customer success, providing strategic input to customer engagements, addressing escalations, and ensuring customer satisfaction and retention
Collaborate cross-functionally: Work closely with Backbase Services, Sales, R&D, Marketing, and other departments to ensure a seamless customer journey, promoting a customer-first mindset across the organization
Monitor and report on key metrics: Develop and maintain dashboards and reports to track KPIs related to customer success, providing insights and recommendations to senior management for continuous improvement
Mentorship and team development: Lead, mentor, and develop the global Customer Success team, fostering a culture of excellence, collaboration, and continuous learning
Build strong customer relationships: Engage with key customers regularly to understand their needs, gather feedback, and build strong, lasting relationships that drive customer loyalty
International travel: Regular international travel required to meet with customers and teams across global hubs (role based in Amsterdam HQ)

Skills

Customer Success Strategy

Product Adoption

Value Realization

NPS Improvement

Stakeholder Engagement

Cross-Functional Collaboration

Net ARR Growth

Customer Retention

License Utilization

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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