Senior Vice President, Customer Success

As the Senior Vice President of Customer Success at Backbase, you will lead and inspire our global Customer Success team to deliver unparalleled value to our customers. Reporting directly to the Global Chief Commercial Officer, you will bring a strategic vision to Backbase; driving customer-centric thinking and fostering long-term, successful relationships with our global customer base. This pivotal role requires a deep understanding of customer needs, a relentless focus on customer outcomes, and the ability to translate these into actionable plans that drive product adoption, maximize license utilization, and enhance customer satisfaction.

You will oversee the Customer Success organization, ensuring alignment with company-wide objectives, and play a critical role in shaping the future of how we engage, retain, and grow our customers. Your leadership will be instrumental in driving the Net ARR Growth and satisfaction across our existing install base and ensuring that customers realize maximum value from our products.

What you'll do

• 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: The role is based in our Amsterdam HQ, but due to the global nature of Backbase’s customer base, regular international travel will be required to meet with customers and teams across our global hubs.

Who you are

• Education: Master’s degree or equivalent, preferably in business, customer success, or a related discipline.
• Experience: 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.
• Strategic Visionary: You have a proven track record of developing and implementing successful customer success strategies in a fast-paced, international SaaS environment.
• Customer-Centric: Deeply committed to understanding customer needs and delivering solutions that exceed their expectations.
• Data-Driven: Strong analytical skills with the ability to leverage data to drive decisions and optimize customer success initiatives.
• Collaborative Leader: You have a collaborative management style that fosters teamwork, accountability, and results.
• Innovative Thinker: Pragmatic and innovative, with a passion for problem-solving and continuous improvement.
• Exceptional Communicator: Strong written and verbal communication skills, with the ability to influence and engage stakeholders at all levels.
• Global Perspective: Experience working in a global environment, with the ability to navigate and manage cultural di fferences.
• Energetic and Passionate: You are ambitious, passionate about customer success, and have the drive to take Backbase’s Customer Success team to the next level.