{"id":3460513,"url":"https://alion.io/job/backbase-customer-success-director-5","title":"Customer Success Director","company":{"id":18103,"name":"Backbase","domain":"backbase.com","url":"https://alion.io/company/backbase","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":17,"ghost_share":0.059,"stale_share":0.471,"repost_share":0.176,"time_to_fill_p50_days":50,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"head","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Amsterdam, Netherlands"],"countries":["NL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":78000,"max_usd":157000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":393},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-29T10:44:26Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-03T05:03:38Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About the Role\nAs a Customer Success Director at Backbase, you will be at the forefront of driving customer satisfaction and success. You will be responsible for ensuring that our customers derive maximum value from Backbase’s Engagement Banking Platform.\nThis 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. \nYour 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. \nThis 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.\nResponsibilities\nCustomer Relationship Management \nDevelop and nurture strong, long-lasting relationships with key customers across your region.\nRegularly 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.\nFacilitate complex discussions that involve multiple stakeholders, helping to align their goals with Backbase's solutions and unblocking any adoption and license consumption challenges.\nValue Maximization \nCollaborate with customers to identify opportunities to maximize the value they derive from Backbase products.\nWork with Backbase Customer Advisory to localize business cases.\nProvide 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.\nProactively identify and address potential challenges, working towards solutions that align with the customer’s business objectives.\nDevelop joint success plans with senior stakeholders, with clear objectives that are aligned with their strategic goals.\nActively work with the customer on roadmap planning to track and ensure the realization of the business case throughout the programme lifecycle.\nAdvocacy Building \nIdentify and cultivate customer advocates who are willing to share their success stories and experiences with Backbase solutions.\nCollaborate with marketing teams to create case studies, testimonials, and other materials that showcase customer success.\nFeedback Collection and Product Improvement \nGather 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.\nAct as a bridge between customers and Backbase’s product development organization.\nWork with the Backbase UX Research team, ensuring that customer needs and suggestions are considered in future product enhancements.\nAccount Management \nProactively manage renewals by aligning customer success plans and business cases with value realization, ensuring continued customer satisfaction and retention.\nIn collaboration with Sales, identify opportunities for account growth by understanding the banks’ business dynamics and leveraging them to expand ARR.\nQualifications\nEducation\nBachelor’s degree in Technology, Business, or a related field.\nExperience \n10+ years of experience in a customer-facing role, including consulting, customer support, delivery or account management, with a focus on customer success in the technology or software industry.\nRequired Skills\nTechnical Acumen \nPrevious experience in roles requiring technical understanding, particularly in customer success management within a software company.\nLanguage Proficiency \nStrong written and verbal communication skills.\nCustomer-Centric Mindset \nPassionate about delivering success for customers, with a deep commitment to understanding customer needs and delivering solutions that exceed their expectations.\nResults-Driven \nStrong focus on customer satisfaction, with the ability to analyze data and provide actionable insights and maintain dashboards that drive product adoption and customer success.\nRelationship Builder \nExceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade stakeholders.\nAutonomous and Cross-Functional \nAbility 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.\nOrganizational Skills \nCapable of prioritizing tasks, multitasking, and demonstrating adaptability in a dynamic environment.\nCommercial and Functional Acumen \nUnderstand 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.\nExperience in banking or other Financial Services is a plus.\nFrequent Traveler \nWillingness to travel frequently across the region to engage with banks and ensure their success with Backbase.","description_format":"text","description_chars":5217,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Netherlands","iso":"NL","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-29T13:41:28Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely 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