Bridge

Director, Customer Success

Bridge

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

About the role

  • 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
  • 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
  • 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
  • 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

Requirements

  • 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
Benefits
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Applicant Tracking System Keywords

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Hard Skills & Tools
net revenue retentioncustomer expansion strategiesforecastingcustomer journey managementcustomer health scoringrisk mitigation strategiesKPI establishmentprocess optimizationrevenue recognitionstakeholder management
Soft Skills
leadershipcoachingcustomer empathycommercial acumenconsultative engagementaccountabilitycommunicationcollaborationstrategic thinkingproblem-solving