Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionized the monetization of digital content and services, by opening-up online payments to mobile phone users worldwide.
Today, the Digital Vending Machine® is driving the rapid growth of the subscriptions economy, powering choice and control for subscribers.
The world’s largest content providers, including Amazon, Google and Microsoft trust Bango technology to reach subscribers everywhere.
Bango, where people subscribe.
Role
We are seeking a VP of Account Management and Customer Success to lead our post-sale growth engine, with responsibility for Account Management, Customer Success, customer retention, expansion revenue, and long-term customer value. This role will be responsible for building and leading a high-performing team that ensures customers are successfully onboarded, actively engaged, receive measurable value, renew consistently, and expand over time. The VP of Account Management and Customer Success will create the strategy, operating model, playbooks, customer success framework, KPIs, and team structure needed to drive predictable growth from existing customers.
Responsibilities
- Lead Account Management and Customer Success
- Lead, coach, and develop the Account Management and Customer Success teams, setting clear roles, goals, operating rhythms, and performance expectations. Build a culture focused on customer value, accountability, collaboration, and commercial growth.
- Own Customer Retention and Expansion
- Drive the strategy for renewals, retention, account growth, upsell, and cross-sell opportunities. Establish disciplined forecasting, renewal management, and risk mitigation processes to reduce churn and increase expansion revenue.
- Build the Customer Success Function
- Finalize the design and launch a structured Customer Success program across the customer lifecycle, with the cross funtions (support, delivery, product) from onboarding and adoption through renewal, expansion, and advocacy. Develop playbooks, success plans, customer health scoring, and scalable engagement models for different customer segments.
- Drive Customer Insights and Voice of Customer
- Create a formal Voice of Customer process to capture feedback, identify trends, and share insights with Product, Sales, Marketing, and Operations. Use customer learnings to improve the customer experience, reduce churn, support product strategy, and create advocacy opportunities.
- Establish Metrics, Reporting, and Operating Discipline
- Define and manage KPIs for retention, expansion, customer health, adoption, satisfaction, and team performance. Build leadership dashboards, improve CRM and customer success data quality, and provide regular updates on customer health, renewals, risks, and growth opportunities.
- The VP of Account Management and Customer Success will be responsible for defining, improving, and reporting on the KPIs that measure customer success, retention, expansion, and team performance. This role should continuously refine the KPI framework to ensure the business has clear visibility into customer health, revenue growth, and areas requiring action.
- Net Revenue Retention – measuring retained and expanded revenue from existing customers.
- Gross Revenue Retention – measuring the ability to retain revenue before expansion.
- Renewal Rate – tracking successful customer renewals.
- Churn and Contraction Rate – identifying lost customers or reduced customer spend.
- Expansion Revenue – measuring upsell and cross-sell growth from existing accounts.
- Renewal and Expansion Forecast Accuracy – improving predictability of future revenue.
- Customer Health Score – monitoring account health, risk, adoption, and growth potential.
- Product Adoption Rate – tracking whether customers are actively using and gaining value from the product.
- Time to Value – measuring how quickly customers achieve meaningful value after onboarding.
- NPS / Customer Satisfaction – understanding customer sentiment and loyalty.
- QBR / Executive Business Review Coverage – ensuring strategic customers receive structured engagement.
- At-Risk Account Recovery Rate – measuring how effectively the team identifies and recovers accounts at risk.
- Team Target Attainment – tracking performance against retention, expansion, and customer success goals.
- Quality of Account Plans – ensuring key customers have clear strategies, risks, opportunities, and action plans.
- The successful VP of Account Management and Customer Success will be expected to:
- Establish a clear Account Management and Customer Success operating model.
- Define customer segments, ownership, and engagement models.
- Launch a measurable Customer Success initiative.
- Build customer health scoring (NPS) and integrate across the existing cross functional measures
- Improve renewal visibility and forecast accuracy in product usage and revenue.
- Improve account planning standards.
- Improve the expansion pipeline across existing customers by 30%.
- Improve customer engagement through QBRs and executive relationships.
- Create a consistent leadership dashboard for customer and revenue performance.
Essentials
- 15+ years of experience in Sales, Account Management, Channel Development, or Commercial Operations, with at least 10 years in a senior global leadership role.
- Significant experience in Account Management, Customer Success, Growth, Revenue, or Commercial leadership.
- Proven track record of improving customer retention, renewals, expansion revenue, and customer satisfaction.
- Strong understanding of B2B2C models, partner ecosystems, and subscription-based monetization.
- Exceptional leadership and communication skills — able to balance strategic vision with operational execution.
- Data-driven mindset with strong analytical capability; comfortable working with dashboards and KPIs to measure outcomes.
- Deep understanding of enterprise processes, customer lifecycle management, and technical integrations (APIs, SaaS architecture).
Desirables
- Experience in a B2B SaaS, technology, platform, payments, subscription, or recurring revenue business.
- Experience with CRM and customer success platforms.
- Experience building or transforming a Customer Success function.
- Experience managing global or multi-market customer portfolios.
- Experience working with enterprise or strategic accounts.
- Experience creating customer segmentation and coverage models.
- Experience leading both commercial account growth and customer success outcomes.
Benefits
- A friendly, informal working environment
- Your own Bango buddy – to help you settle in
- Bendi-time (flexible working hours)
- Bango social events
- Choose your own headphones, keyboard & mouse
- Generous share option scheme
- Private Medical Insurance
- Health Cash Plan
- 25 days holiday a year increasing to 28 days with 4 years’ service
- Cycle to work, gym discount
- Weekly Pilates & Yoga classes (virtual)
- Financial support for employee activity groups and charitable activities
- Free fruit, drinks and snacks, limitless tea, coffee and good quality espressos
- Company branded hoodie… to keep you happy and comfortable
- Group personal pension scheme
- Life assurance
- Employee Assistance Program
- 1Password
- Income Protection
- Bango branded Chilly’s bottle and coffee cup
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