---
title: 'Customer Success Director at Backbase'
canonical: 'https://feeny.ai/job/customer-success-director-backbase-mexico-city-mexico-city-79281gx63231'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Success Director at Backbase

- **Company:** Backbase
- **Location:** Mexico City Mexico City, Mexico
- **Posted:** 2026-09-10
- **Last confirmed live:** 2026-09-12
- **Apply:** https://job-boards.greenhouse.io/workatbackbase/jobs/8124277

## Job description

At Backbase, our customers are banks and credit unions transforming how they engage their own customers — and our most strategic accounts expect a partner who owns outcomes, not activity. As a Customer Success Director, you’ll own the region’s most important customer relationships from day one of engagement through renewal and expansion, serving as the executive-level trusted advisor who ensures each institution realizes measurable, durable value from the Backbase platform.

This is a senior individual-contributor role for someone who engages early and stays accountable. You’ll build multi-level stakeholder relationships, establish governance with senior leaders, own the success plan and value baseline through go-live, and orchestrate a single, coherent account strategy across delivery, product, and commercial teams. You’ll measure outcomes rather than tasks, run value realization reviews and executive business reviews that keep value visible to decision-makers, and turn healthy accounts into advocates, references, and expansion opportunities through the renewal cycle.

## What you’ll do

- Own customer outcomes across the full lifecycle — Win, Implement, Adopt, Grow — engaging from day one rather than after issues appear.
- Build and sustain executive relationships, and agree governance schemes with senior stakeholders early in the engagement.
- Own the engagement model, success plan, and value baseline through go-live, and hold implementation teams accountable to their commitments.
- Orchestrate one account strategy and plan across internal teams, so the customer experiences Backbase as a single, coordinated partner.
- Drive adoption of the Backbase platform and Marketplace partner solutions, measuring realized value rather than activity.
- Run value realization and proactive consumption discussions with senior management, and orchestrate Executive Business Reviews and QBRs on a programmatic cadence.
- Grow revenue within existing accounts — identifying expansion when accounts are healthy and running concentrated, well-prepared renewal cycles.
- Serve as the Voice of the Customer, and convert satisfied customers into active references and advocates.

What this role requires

This role involves frequent travel across the region and a strong ability to build and maintain trust with executive stakeholders at financial institutions.

- Education: Bachelor’s degree in technology, business, or a related field required; a Master’s or relevant customer success / account management certifications are advantageous.
- Experience: 12+ years in customer success within the technology or software industry, with a track record of thriving in high-performance, fast-paced environments — working autonomously and taking ownership of outcomes.
- Technical acumen: Prior experience in roles requiring technical understanding, ideally in customer success within financial services technology. Hands-on experience with agentic and conversational banking solutions.

This role offers a unique opportunity to make a significant impact on Backbase’s customer success and grow our capability in your region, 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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