• 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