BR-DGE
Edinburgh, Midlothian
BR-DGE is an award-winning FinTech founded in Edinburgh. Our platform enables e-commerce and technology businesses to have the freedom and flexibility to redefine the way they handle payments. Since our inception in 2018 we have been leading the way in the future of payment orchestration. Our products enable enterprise businesses to optimise their payment infrastructure and create frictionless digital payment experiences for their end users. Now with a global reach, our customer base is made up of incredible brands and household names from across the travel, retail and gambling sectors,and it's growing fast! Our world-class partners include Visa and Worldpay and we're continuing to build a strong partner network with the biggest players in the payments industry. It's an exciting time to be part of BR-DGE! The journey so far has been incredible, but we're just getting started and with ambitious growth plans, we're now looking for more exceptional talent to join our team. All BR-DGE Builders receive the following benefits: Flexible and remote working Remote working allowance 33 days holiday including public holidays Your birthday as a day off Family healthcare Life insurance Employee assistance programme A culture that champions rapid career progression Investment in your learning and development Regular team events & socials 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 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
BR-DGE is an award-winning FinTech founded in Edinburgh. Our platform enables e-commerce and technology businesses to have the freedom and flexibility to redefine the way they handle payments. Since our inception in 2018 we have been leading the way in the future of payment orchestration. Our products enable enterprise businesses to optimise their payment infrastructure and create frictionless digital payment experiences for their end users. Now with a global reach, our customer base is made up of incredible brands and household names from across the travel, retail and gambling sectors,and it's growing fast! Our world-class partners include Visa and Worldpay and we're continuing to build a strong partner network with the biggest players in the payments industry. It's an exciting time to be part of BR-DGE! The journey so far has been incredible, but we're just getting started and with ambitious growth plans, we're now looking for more exceptional talent to join our team. All BR-DGE Builders receive the following benefits: Flexible and remote working Remote working allowance 33 days holiday including public holidays Your birthday as a day off Family healthcare Life insurance Employee assistance programme A culture that champions rapid career progression Investment in your learning and development Regular team events & socials 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 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