Customer Success Director - Brokers 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.

About Us

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.

About the Role

The Customer Success Director is responsible for owning and growing a portfolio of Tier 1 customers, managing the end‐to‐end post‐sale lifecycle for complex, high‐value accounts. This role drives systemic adoption, accelerates value realization, and delivers strong renewal and expansion outcomes, acting as both a trusted advisor and strategic advocate to customers. The Customer Success Director brings deep, established expertise in the insurance industry, including emerging trends, regulatory requirements, and best practices, enabling them to provide informed guidance, influence strategic decision‐making, and enhance customer outcomes. This role is both strategic and hands‐on. As a player‐coach, you will mentor Customer Success Managers, lead cross‐functional initiatives, and partner closely with Operations, Product, and Sales to optimise workflows, influence roadmap prioritisation, and drive measurable improvements in key performance metrics, including straight‐through processing (STP) and reconciliation accuracy.

Key Responsibilities

• Define and execute customer success strategies for complex Tier 1 accounts, driving systemic adoption improvements across portfolios.
• Own executive relationships for top‐tier accounts alongside Sales; influencing strategic decisions and account direction.
• Co‐own renewal forecasting and expansion pipelines, leading strategic account planning and growth initiatives.
• Partner with Delivery & Operations to optimise workflows, drive improvements in STP % and reconciliation accuracy.
• Act as a strategic advocate for customers, influencing product roadmap and prioritisation and leading customer councils or betas.
• Lead change programs through designing best practice and driving adoption internally and externally.
• Architect outcome‐driven customer lifecycle strategies and mentor Customer Success Managers to ensure consistent execution and business impact.
• Lead multi‐stakeholder QBRs, delivering ROI playbacks and aligning strategic objectives across Product, Sales, Operations, and customer teams.
• Shape renewal forecasting and expansion pipeline quality, influencing commercial strategy and revenue outcomes.
• Navigate ambiguity to resolve complex, non‐standard issues, establishing clear guidance for others to proactively reduce repeat escalations.
• Act as a player‐coach, leading cross‐functional initiatives and contributing to hiring and onboarding of new Customer Success Managers.
• Develop strong vertical expertise, following industry insight and trends to guide customers and demonstrate contextual understanding.

Qualifications & Experience

• Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‐up environment.
• Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders.
• Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments.
• Familiarity with risk management processes, compliance frameworks, and audit requirements in regulated financial environments.
• Experience collaborating cross‐functionally with Sales, Product, and Operations to influence roadmap and deliver customer outcomes.
• Proven ability to manage QBRs and co‐own account strategy, forecasting, and expansion pipelines with Sales colleagues.
• Exposure to customer‐facing process design ensuring SLA adherence and compliance with client money rules and trust account management.
• Established vertical expertise (e.g. insurance, payments, fintech, or adjacent regulated industries).

Skills & Attributes

• Strategic thinking with the ability to translate business objectives into actionable customer success strategies.
• Applies strong commercial acumen, using best‐practice tools, cross‐team collaboration, and a revenue‐focused approach.
• Uses vertical expertise to advise customers and inform account strategies.
• Possesses strong executive presence and communicates with clarity, confidence, and influence at all levels of a matrixed business — acting as the voice of the customer.
• Influential leader and mentor, capable of shaping behaviours, standards, and outcomes across teams.
• Excellent analytical and data‐driven mindset, with experience defining and tracking health metrics (adoption, STP %, reconciliation accuracy, self‐sufficiency).
• Strong problem‐solving and process improvement capabilities.
• Ability to thrive in a fast‐paced, high‐growth environment, balancing strategic priorities with operational execution.
• Ability to manage complex accounts, multi‐stakeholder initiatives, and non‐standard situations independently while escalating when appropriate.

• 25 days Holiday per year (increase by 1 day per year to 30 days max) + Bank Holidays

• Hybrid working arrangements

• Contributory pension scheme

• Enhanced Parental leave

• Cycle to Work Scheme

• Private Medical Insurance through Vitality

• Access to Oliva our Mental Health Therapy partners

• Discounted Gym membership

• Financial Coaching with Octopus Wealth

• 2 days of volunteering leave per year

• Sabbatical after 5 years' service

• Life Assurance – MetLife (UK employees only).

• Ongoing Learning and Development to support you reach your career goals.

We understand that everyone has their own work rhythm, and we believe in a flexible working schedule that supports a healthy work/life balance. We offer a hybrid work approach with 2 days minimum in the office in our London St Paul's office.

Our Values – or what we call "Vitesse at Our Best"

• 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.
• 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.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. We are committed 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 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. If you need any reasonable interview adjustments please let us know by contacting our head of talent.