Customer Success Director - Middle East

About the role

Backbase is looking for a Customer Success Director to drive customer satisfaction and success across the Middle East. The role ensures customers get maximum value from the Engagement Banking Platform, fosters product adoption and license consumption and contributes to Net ARR growth. It involves frequent travel across the region and close work with C-suite decision-makers and programme leaders.

Key responsibilities

• Build and nurture long-term relationships with key customers, acting as a trusted advisor through the software development lifecycle
• Facilitate multi-stakeholder discussions that align customer goals with Backbase solutions and unblock adoption and license consumption challenges
• Work with Customer Advisory to localise business cases, develop joint success plans and help plan roadmaps
• Cultivate customer advocates and collaborate with marketing on case studies and testimonials
• Gather product usage and end-user feedback, feed insights to R&D, and act as a bridge to the UX Research team
• Manage renewals and, with Sales, identify account growth opportunities to expand ARR

Required profile

• Bachelor's degree in Technology, Business or a related field
• 10+ years in a customer-facing role such as consulting, customer support, delivery or account management in KSA, with a focus on customer success in technology or software
• Previous technical customer success roles in a software company
• Fluent Arabic with strong written and verbal skills, and proficiency in English
• Experience in banking or financial services is a plus
• Willingness to travel frequently across the region

Required skills

• Technical acumen and commercial acumen, with data analysis and dashboarding to drive adoption
• Strong communication, negotiation and stakeholder influence
• Autonomy, cross-functional collaboration with Sales, R&D and Services, and organisational skills