(svp) global head of customer success

We're looking for a Global SVP of Customer Success to lead our international Customer Success team and deliver unparalleled value to our customers. This is more than a leadership role - it's about bringing a strategic vision to Backbase, driving customer-centric thinking, and ensuring our customers achieve their desired outcomes. You will be instrumental in increasing Net ARR Growth and satisfaction across our existing customer base.

What you'll do:

As the Global SVP of Customer Success, you will report directly to the Global Chief Commercial Officer. You will own and develop the customer success strategy, focusing on enhancing product adoption, license utilization, and value realization. We are obsessed with our customers’ success, and you'll champion initiatives to improve our Net Promoter Score (NPS) and build lasting relationships. You'll collaborate closely with teams across the organization, including Services, Sales, R&D, and Marketing, to ensure a seamless customer journey.

• Define and execute a comprehensive customer success strategy aligned with Backbase's business goals.
• Implement programs to drive product adoption and ensure customers realize the full value of their investments.
• Lead initiatives to enhance the Net Promoter Score (NPS) by refining customer engagement strategies.
• Work closely with Backbase Services, Sales, R&D, and other departments to promote a customer-first mindset.
• Monitor and report on key performance indicators (KPIs) related to customer success.
• Mentor and develop the global Customer Success team, fostering a culture of excellence and collaboration.

Who you are:

We're looking for an energetic and passionate leader with a proven track record of developing and implementing impactful customer success strategies in a fast-paced, international SaaS environment. You are deeply committed to understanding customer needs and have a bias for action, making smart decisions quickly. Your collaborative leadership style fosters teamwork and accountability. You are a strategic and innovative thinker who is passionate about continuous improvement, and you are authentic and transparent in your communication, able to engage stakeholders at all levels.

• 15+ years of experience in global SaaS or software companies, with at least 10 years in a senior leadership role - including management of managers.
• Experience building or re-building a Customer Success function across multiple geographies.
• Deeply committed to understanding customer needs and delivering solutions that exceed their expectations.
• Strong analytical skills with the ability to leverage data to drive decisions.
• Experience working in a global environment and navigating cultural differences.
• An open and collaborative management style that fosters teamwork and results.
• Exceptional written and verbal communication skills with the ability to influence and engage stakeholders at all levels.
• Experience in the Fintech or Financial Services industries is strongly preferred.