Director Customer Success

Become a BR-DGE Builder

About the role:

The Director of Customer Success is responsible for driving customer retention, expansion, and long-term value while aligning Customer Success tightly with revenue objectives. This leader owns the customer lifecycle post-implementation and ensures customers achieve measurable outcomes that translate into renewals, upsells, and advocacy.

This role partners closely with Sales, Marketing, Product, Partnerships and Finance to position Customer Success as a core commercial growth engine.

Key Responsibilities

Customer Growth & Revenue Ownership

• Own net revenue retention (NRR) with a target of >120%, renewals, upsell, and cross-sell performance
• Design and execute customer expansion strategies across verticals (e.g. iGaming, eCommerce, Transport)
• Partner with Sales on account planning, renewals, and expansion motions
• Co-sell with Partnerships to maximise take-rate in accounts
• Forecast renewals and expansion revenue with high accuracy

Customer Lifecycle & Experience

• Own the customer journey post-implementation: adoption, value realization, renewal, and expansion
• Ensure customers achieve defined business outcomes and ROI
• Ensure customers become strong advocates of BR-DGE defined by CSAT and NPS metrics
• Drive customer health scoring, success plans, and risk mitigation strategies
• Reduce churn through proactive engagement and data-driven interventions

Team Leadership & Enablement

• Build, lead, and scale high-performing Customer Success teams
• Define roles, capacity models, compensation plans, and performance metrics aligned to commercial goals
• Coach team on consultative, value-based customer engagement
• Foster a culture of accountability, customer empathy, and commercial acumen

Strategy, Operations & Metrics

• Establish KPIs including NRR, CSAT, churn, expansion rate, adoption, and customer lifetime value
• Implement and optimize CS tools (CRM, Gong, playbooks)
• Segment customers and define service models aligned to revenue and growth potential
• Create scalable, repeatable processes that support growth

Cross-Functional Alignment

• Partner with Product to influence roadmap based on customer insights and commercial impact
• Collaborate with Marketing on advocacy, references, case studies, and community
• Align with Finance on forecasting, revenue recognition inputs, and unit economics
• Engage with partnerships on logical co-selling opportunities with payment partners
• Serve as the executive voice of the customer across the organization

Qualifications

Required

• 10+ years of experience in Customer Success, Account Management, or Revenue leadership
• 2+ years leading a function
• Proven ownership of renewals and expansion revenue in a recurring-revenue business
• Strong commercial mindset with experience carrying or influencing revenue targets
• Deep understanding of payment or consumption metrics and customer economics
• Exceptional executive communication and stakeholder management skills

Preferred

• Experience scaling Customer Success in high-growth environments
• Background in Payments
• Experience working closely with Sales leadership and RevOps
• Familiarity with CS platforms and data-driven success models

What would be great to have: 

• Increased net revenue retention and expansion revenue
• Reduced logo and revenue churn
• Improved customer adoption and time-to-value
• Strong customer advocacy and referenceability
• Scalable, efficient Customer Success organization aligned to growth

What we offer:

• Remote working allowance
• 33 days holiday including public holidays
• Birthday off
• Flexible and remote working
• Family healthcare
• Life insurance
• Employee assistance programme
• A culture that champions rapid career progression
• Investment in your learning and development
• Regular team events & socials