---
title: 'Customer Success Director at Backbase'
canonical: 'https://feeny.ai/job/customer-success-director-backbase-dubai-5yz11230v1dq'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Success Director at Backbase

- **Company:** Backbase
- **Location:** Dubai, United Arab Emirates
- **Posted:** 2026-09-09
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.greenhouse.io/workatbackbase/jobs/8173481

## Job description

As a Customer Success Director at Backbase, you will be at the forefront of driving customer satisfaction and success across the Middle-East. You will be responsible for ensuring that our customers derive maximum value from Backbase’s Engagement Banking Platform. This 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.

Your 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.

## What you'll do

Customer Relationship Management:

- Develop and nurture strong, long-lasting relationships with key customers across your region.
- Regularly 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.
- Facilitate complex discussions that involve multiple stakeholders, helping to align their goals with Backbase's solutions and unblocking any adoption and license consumption challenges.

Value Maximization:

- Collaborate with customers to identify opportunities to maximize the value they derive from Backbase products.
- Work with Backbase Customer Advisory to localize business cases. Provide 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.
- Proactively identify and address potential challenges, working towards solutions that align with the customer’s business objectives.
- Develop joint success plans with senior stakeholders, with clear objectives that are aligned with their strategic goals.
- Actively work with the customer on roadmap planning to track and ensure the realization of the business case throughout the programme lifecycle.

Advocacy Building:

- Identify and cultivate customer advocates who are willing to share their success stories and experiences with Backbase solutions.
- Collaborate with marketing teams to create case studies, testimonials, and other materials that showcase customer success.

Feedback Collection and Product Improvement:

- Gather 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.
- Act as a bridge between customers and Backbase’s product development organization. Work with the Backbase UX Research team, ensuring that customer needs and suggestions are considered in future product enhancements.

Account Management:

- Proactively manage renewals by aligning customer success plans and business cases with value realization, ensuring continued customer satisfaction and retention.
- In collaboration with Sales, identify opportunities for account growth by understanding the banks’ business dynamics and leveraging them to expand ARR.

## Who you are

- Education: Bachelor’s degree in Technology, Business, or a related field.
- Experience: 10+ years of experience in a customer-facing role, including consulting, customer support, delivery or account management in the Middle East, with a focus on customer success in the technology or software industry.
- Technical Acumen: Previous experience in roles requiring technical understanding, particularly in customer success management within a software company.
- Language Proficiency: Fluent in Arabic, with strong written and verbal communication skills. Proficiency in English is also required.
- Customer-Centric Mindset: Passionate about delivering success for customers, with a deep commitment to understanding customer needs and delivering solutions that exceed their expectations.
- Results-Driven: Strong focus on customer satisfaction, with the ability to analyze data and provide actionable insights and maintain dashboards that drive product adoption and customer success.
- Relationship Builder: Exceptional communication, presentation, and interpersonal skills, with the ability to challenge, negotiate, influence, and persuade stakeholders.
- Autonomous and Cross-Functional: Ability 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.
- Organizational Skills: Capable of prioritizing tasks, multitasking, and demonstrating adaptability in a dynamic environment.
- Commercial and Functional Acumen: Understand 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. Experience in banking or other Financial Services is a plus.
- Frequent Traveler: Willingness to travel frequently across the region to engage with banks and ensure their success with Backbase.

This 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.

## About Backbase

## Company Overview
- **One-liner**: Backbase builds the AI-native Banking OS that unifies digital channels, front office, and operations so banks can coordinate customers, employees, and AI agents from one platform.
- **Entity Type**: Private (no public ticker; no funding rounds disclosed – appears organically grown)
- **Headquarters**: Amsterdam, Netherlands
- **Founded**: 2003
- **Founders**: Not publicly available (described as “founder-led” but names not stated on the provided sources)

## Core Business
- **Primary industry**: Banking technology / financial services software
- **Target customers**: B2B – large banking institutions (120+ banks globally, serving 75M+ daily users)
- **Mission/purpose**: “We built something that didn't exist before – an AI-native Banking OS where humans and AI agents work side by side, at scale, inside real banks.”

## Products & Services
- **AI-native Banking OS**: A unified platform that sits above legacy cores, CRMs, and data platforms. It orchestrates customer engagement (digital banking, conversational banking, front-office workspaces) and banking operations (high-volume processes like disputes, payments, lending). Designed to be deployed incrementally without rip-and-replace. Includes native AI agents for governance, automation, and auditability.

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: 2,000+ employees globally, 50% of team in R&D, 120+ banks as customers, 75M+ active daily users across the platform
- **Notable Investors/Partners**: Not publicly available
- **Growth Signals**: Expanding globally with 16 offices across 5 continents; notable customer examples include I&M Bank (Africa) which grew onboarding from 2,000 to 21,000 new customers per month, and Techcombank (Vietnam) achieving 50% of savings and investments through digital. The company is actively hiring and describes itself as “in the middle of the biggest shift in banking’s history.”

## Competitive Advantages
- **Unified Frontline architecture** – breaks down fragmentation between digital channels, front office, and operations, enabling banks to move fast without sacrificing compliance or security
- **AI-native from the ground up** – not a bolt-on; full governance and audit trails for every AI decision
- **Progressive modernization** – works with existing cores, no big-bang migration required
- **18+ years of banking domain expertise** (since 2003) with a singular focus on banking since 2012

## Strategic Focus
- Deepening AI integration into banking workflows (Elastic Operations – scaling throughput without scaling headcount)
- Expanding global footprint (17 offices, including recent additions in Hyderabad, Riyadh, Mexico City, and Toronto)
- Continuing to shift banks from legacy fragmentation to a unified, composable operating system

## Why Work Here
- **Culture**: Described as “ambition without ego,” “bias for action,” “you own what you ship,” and “the work is the standard.” Flat structure with no micromanagement.
- **Work model**: Hybrid – “Where you do your best work is up to you.” Offices in 17 locations globally.
- **Perks**: Annual learning budget, global exposure, wellness support, real ownership of projects from day one.
- **Engineering focus**: 50% of the team in R&D; real AI running in production, not just pilots.

## Sources
1. [backbase.com/careers](https://www.backbase.com/careers)
2. [backbase.com/about](https://www.backbase.com/about)
3. [backbase.com](https://www.backbase.com/)
4. [linkedin.com/company/backbase](https://www.linkedin.com/company/backbase)

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