About BR-DGE
BR-DGE is an award-winning FinTech founded in Edinburgh. Our platform enables enterprise e-commerce and technology businesses to design, optimise, and scale complex payment infrastructures with confidence.
Since 2018, we’ve been building a modern payment orchestration platform that gives merchants control, flexibility, and resilience across their payment stack. Our customers include household names across travel, retail, and regulated gaming sectors, supported by world-class partners such as Visa and Worldpay.
We operate in a highly regulated, demanding environment, where reliability, clarity, and execution quality matter. As we continue on our ambitious scaling journey, we are formalising our in-house Talent Acquisition for the first time to allow us a competitive edge in how our brand is represented to position us as the employer of choice for the best players in the market. This role will play a pivotal role in setting us up for success in the next chapter.
Role Overview
The Vice President of Customer Success 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
Success Measures
- 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
