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

📌 Customer Success Director (Ciudad de México)
🏢 Backbase
📍 Ciudad de México