VP of Account Management and Customer Success

Bango empowers content providers by enabling them to reach more paying customers globally through innovative partnerships. The VP of Account Management and Customer Success will lead the post-sale growth engine, focusing on customer retention, expansion revenue, and long-term customer value by building and leading a high-performing team.

Responsibilities:

• 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
• 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
• Finalize the design and launch a structured Customer Success program across the customer lifecycle, with the cross functions (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
• 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
• 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
• 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

Requirements:

• 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)
• 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