Customer Success Lead - Carriers in London

We are Vitesse – the treasury and payment partner of choice for insurance. Your next adventure awaits! Join the team who are redefining the payments space.

At Vitesse, we’re more than just a payments platform – we’re the trusted financial infrastructure connecting the global insurance ecosystem. Tailor-made for insurers, brokers, MGAs, and TPAs, our unified platform optimises claims funds, enables real‑time global payments, and delivers full financial control. Our impact is real: over $20 billion in payments across 200+ countries, hundreds of millions returned to insurers’ balance sheets, and counting. We’re licensed in the UK (FCA), Europe (DNB), and New York (NYDFS), with over 260 amazing colleagues worldwide. With $93 million recently raised in Series C funding from KKR, our journey is just beginning, and our ambitions are sky‑high.

Headquartered in the heart of London and expanding across Europe and the US, Vitesse is where your ideas power tomorrow’s insurance solutions. Are you ready to make a difference? You're in the right place.

THE CURRENT TEAM AND OUR MISSION

As a scale up, the engineering organisation will grow considerably by end FY24/25. To start, we adapted an existing platform to address a new market opportunity and prove our commercial thesis. With this achieved, we secured funding to support our expansion and have embarked on an ambitious scaling of our product engineering team that will rapidly evolve our platform using the latest cloud‑native and full‑stack technologies to achieve a leadership position in our selected markets. We seek ambitious product engineers (not just software developers) with experience in cloud‑native approaches that can shape our platform strategy and accelerate our product development plans.

This role provides an excellent opportunity to both learn and contribute to all aspects of a fast‑growing fintech company, within the payments sector and supporting major corporate clients within, amongst others, the Insurance and Financial Services sector.

The Role

Reporting into the VP of Customer Success, you will have the opportunity to lead our Carrier Customer Success team in delivering a material revenue growth target. You’ll do this by helping Carriers migrate more of their existing business onto Vitesse, demonstrating measurable ROI, and identifying qualified expansion opportunities in partnership with Sales.

As Vitesse typically starts with a focused footprint, you'll ensure your team understands each carrier's current position and growth potential. They'll build strong relationships from operational users through to senior executives, and mobilise the right people within Vitesse to realise it - all underpinned by deep adoption and strong customer health.

You’ll lead a team of CSMs while personally owning 1-3 strategic carrier accounts.

Core responsibilities:

• Lead and coach a team of CSMs, building their skills in discovery, stakeholder management, and growth strategy.
• Personally own and manage 1-3 strategic carrier accounts where senior stakeholders or growth potential require additional focus.
• Partner with relevant stakeholders to map our current carrier current footprint and addressable potential, then drive frameworks that increase adoption and processing volume – both of which drive revenue growth.
• Define and monitor customer health (adoption, usage, stakeholder strength, risk) to prioritise interventions.
• Partner closely with Sales through a co‑owned account model - shared strategy, clear referral processes, and consistent visibility into customer health and growth potential.
• Ensure strategic reviews connect current performance and customer outcomes with a clear plan for increasing Vitesse’s share of the carrier’s addressable business.
• Build scalable playbooks, lifecycle frameworks, and performance metrics for the Carriers CS function.
• Collaborate cross-functionally with Pre‑Sales, Data, Onboarding, Operations, and Product to remove adoption barriers and represent the voice of the customer.

Why Join Us

We are a high‑growth business with a strong, open, and positive culture. At Vitesse, we combine the fast‑paced, innovative energy of a scale‑up with the solid foundation of a proven product‑market fit and an exciting market opportunity. As a Customer Success Lead, you’ll have the chance to build something meaningful, working with a team of passionate individuals committed to driving growth.

Skills we are looking for:

• Proven experience leading and developing a Customer Success or Account Management team within Insurance or a complex B2B InsurTech or SaaS environment.
• Strong experience managing strategic enterprise accounts with complex products, workflows, and stakeholder groups.
• Demonstrated success in increasing adoption and growing the footprint of existing customer relationships.
• Strong analytical and commercial judgement, with the ability to assess a customer’s current position, understand its addressable potential, and build a credible strategy for growth.
• Excellent discovery skills, with the ability to uncover customer pain points, operational barriers, strategic priorities, success measures, and potential new use cases.
• Experience building trusted relationships with senior and executive stakeholders, including translating product value into relevant financial, operational, and strategic outcomes.
• Strong cross‑functional leadership, with the ability to mobilise teams including Sales, Pre‑Sales, Data, Onboarding, Operations, and Product around customer priorities.
• Strong knowledge of the Specialty/Commercial/Multi‑national insurance carrier environment, or the ability to build credible vertical expertise quickly.

What We Offer:

• 25 days Holiday per year (increasing by 1 day per years’ service, up to 30 days) + Bank Holidays.
• Hybrid working arrangements; 2 days per week minimum in the office.
• Contributory pension scheme.
• Enhanced Parental leave.
• Cycle to Work Scheme.
• Private Medical Insurance with AXA.
• Unlimited access to Oliva, our Mental Health Therapy partners.
• Discounted Gym membership through Gym pass.
• Financial Coaching with Octopus Wealth.
• 2 days of volunteering leave per year.
• 1-month unpaid Sabbatical after 5 years’ service.
• Life Assurance – MetLife (UK employees only).

We value learning and will help you with your personal development where we can — from constant exposure to new challenges to regular internal and external training. We understand that everyone has their own work rhythm and believe in a flexible working schedule - at Vitesse you’re expected to work 35 hours a week.

Our Values – or what we call “Vitesse at Our Best”

The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes:

• Confident Humility: We believe the best ideas come from listening and learning. We leave ego at the door, ask for help when we need it, and celebrate collective success. When one of us wins, we all do.
• Driven to Succeed: We’re ambitious about the opportunity ahead and committed to achieving it together. We hold ourselves to high standards, take pride in what we deliver, and push for meaningful outcomes for our customers, our partners, and each other.
• Tenacious Responsibility: We take ownership of our work, our decisions, and our results. We face challenges with resilience, learn from setbacks, and see things through to completion. Because doing the right thing matters.

We are an Equal Opportunity Employer. We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect.