Remote or Hybrid (Australia)
Company overview
BR-DGE is an award winning FinTech scale-up that enables e-commerce and technology businesses the freedom and flexibility to redefine the way their customers pay.
We’re a pioneer in Payment Orchestration and support Enterprise businesses in optimising their payment infrastructure to create market leading and frictionless digital payment experiences.
We’re an extremely ambitious group, with strong financial backing, who have created an amazing platform, which is pushing the boundaries of payment technology. We’re working with some incredible brands and household names across the travel, retail and gambling sectors, and together with our strengthened management team, we are poised for exponential growth.
Now, we’re looking for exceptional talent that is eager to do the best work of their life while supporting others in doing the same, to be a critical part of, and fuel this growth phase. If you’re motivated by an environment that encourages professional progression and personal development, then we would love to hear from you!
Role:
BR-DGE is going through an exciting period of growth and to fuel this we are looking for an experienced Customer Success Lead, based in Australia, to oversee onboarding and on-going management of our growing Australian merchant base. As the Customer Success Lead, you will be responsible for building, leading, and managing our customer success and support teams in the region, ensuring the successful onboarding and utilisation of our platform by our merchants.
You will work closely with our growing customer function based in the UK alongside sales, product, and engineering teams to drive customer satisfaction, retention, and growth. This role requires a deep understanding of payments platforms, excellent leadership skills, and a passion for delivering exceptional customer experiences.
Primary responsibilities:
- Lead and manage the onboarding of large Australian based merchants working collaboratively with wider, potentially remote, parts of the business including customer product, technical and support teams, providing guidance, to ensure high performance and productivity.
- Execute strategies to drive customer satisfaction, retention, and growth.
- Foster a customer-centric culture emphasising empathy, professionalism, and a commitment to exceeding customer expectations.
- Collaborate with the sales team to support the successful onboarding of new customers and ensure a smooth handover from the sales process to implementation.
- Establish and maintain strong relationships with key stakeholders within merchant’s organisations, including executives, project managers, and technical teams.
- Establish and maintain service level agreements (SLAs) for response times, issue resolution, and customer satisfaction.
- Collaborate with the sales team to support the successful onboarding of new customers and ensure a smooth handover from the sales process to implementation.
- Adhere and contribute to the ongoing evolution of customer success/support metrics and KPIs to measure the effectiveness of customer engagement and identify areas for improvement.
- Drive customer advocacy and gather testimonials, case studies, and referrals from satisfied customers.
- Act as a point of escalation for customer issues, working closely with cross-functional teams to resolve problems in a timely and effective manner.
- Stay up to date with industry trends and best practices in payment orchestration and related technologies to provide strategic guidance to customers and internal teams.
- Collaborate with the product and engineering teams to identify and address recurring customer issues and suggest product enhancements or bug fixes.
Person:
The type of person we’d love to meet:
- Proven experience in a customer-facing role, preferably in the payments industry or SaaS environment.
- Able to operate autonomously and works well with a remote team.
- Excellent communication and presentation skills, with the ability to effectively engage and influence both technical and non-technical stakeholders.
- Strong problem solving and decision making abilities, with the capacity to navigate complex customer relationships and drive resolution.
- Customer-centric mindset with a passion for delivering exceptional customer experiences.
- Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
- Strong analytical skills, with the ability to interpret data and metrics to drive strategic decisions and continuous improvement.
- Knowledge of local market, industry regulations and compliance standards related to payments, such as PCI DSS, GDPR, and PSD2/3, is a plus.
- A great team player and all-round good human being!