Executive Profile

Two decades of delivery, services, and Customer Success leadership — built for complex programmes.

Senior operator with 20+ years across technology, delivery, and customer-facing leadership. Most recently 10+ years at Backbase running enterprise SaaS Delivery and Customer Success for tier-1 banks and regulated financial-services clients.

01

Summary

Mirko is a Delivery, Customer Success, and Professional Services executive with 20+ years of experience leading complex B2B technology organisations, regulated enterprise programmes, and customer-facing delivery operations. His work is centred on restoring control in difficult delivery environments, scaling services organisations, improving executive governance, and applying AI where it improves execution quality.

He has spent most of his career inside enterprise SaaS organisations selling into regulated industries, where delivery performance, customer trust, commercial discipline, and operating governance directly shape long-term account outcomes.

02

Leadership scope

i.Delivery, Customer Success and Professional Services organisations at SaaS scale
ii.Distributed teams up to 120 across EMEA, India, and LATAM
iii.Portfolios above €20M and delivery budgets above €12M
iv.Tier-1 banking, wealth, and regulated enterprise SaaS engagements
v.Executive escalation, board-level reporting, and customer recovery
vi.Operating-model design for services and Customer Success organisations
vii.AI-enabled delivery transformation programmes
viii.Multi-vendor and multi-region delivery governance
03

Operating strengths

The pattern across two decades of work:

Calm under red Stays operationally legible when programmes go wrong — reading signal, not noise, and keeping the executive layer informed without inflating risk.
Operating-model literacy Translates strategy into capacity, utilisation, governance and economics that actually run.
Customer recovery Rebuilds trust with executive sponsors through evidence, cadence, and visible accountability.
AI as leverage Treats AI as an operating-model decision — not a feature, not theatre, not a research project.
Bilingual exec communication Equally credible in a board steering meeting and in a delivery stand-up.
04

Selected roles

2014 — 2025

Senior Delivery & Customer Success Leadership

Backbase Enterprise SaaS delivery and customer success leadership across tier-1 banking and wealth clients. Programme recovery, services scaling, distributed team leadership across EMEA, India and LATAM.
10+ years · €20M+ portfolios
2010 — 2014

Delivery & Programme Leadership

Enterprise platforms Programme leadership on complex enterprise platform implementations into regulated industries. Multi-vendor delivery and executive stakeholder management.
Multi-region
2005 — 2010

Technology & Consulting Leadership

Technology / consulting Technical and consulting leadership on complex enterprise integrations. Foundation of operating-model and governance practice.
Foundational

Detailed CV available on request.

05

Proof points

01 Delivery and customer-success counterpart for 30+ tier-1 banks and wealth institutions.
02 Regulated enterprise SaaS programmes with audit, compliance, and risk requirements.
03 Distributed services teams up to 120 across EMEA, India and LATAM under unified governance.
04 Portfolio responsibility above €20M; delivery budgets above €12M.
05 UK & Ireland delivery business scaled from £2M to £6M without proportional cost growth.
06 Programme recovery through scope, cost, timeline, governance, and executive trust recovery.
Discuss leadership fit Read case studies