Customer Success Lead - Carriers in London

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 Lead will operate as a player‐manager, leading the day‐to‐day execution of the Customer Success team while also owning and managing a portfolio of strategic customer accounts. This role is accountable for the end‐to‐end post‐sale customer lifecycle, driving product adoption, accelerating value realization, and ensuring strong renewal and expansion outcomes across both their own accounts and the broader team portfolio.

The Customer Success Lead will shape team strategy, operational excellence, and scalable processes by creating and implementing playbooks, embedding performance metrics, and driving initiatives that maximise customer outcomes and business impact. You and your team will define the future of the platform experience, ensuring measurable value for every customer from onboarding through the full lifecycle.

This is a highly cross‐functional leadership role, partnering closely with Sales, Solutions, Pre‐Sales, and Operations teams to optimise workflows, influence account strategy, and deliver measurable business outcomes. This role combines strategic leadership, operational execution, and direct customer impact, ensuring both individual accounts and the broader team portfolio achieve measurable success while building the team's vertical expertise and capability.

Key responsibilities

• Oversees Customer Success team performance, ensuring customer health metrics and product adoption targets are consistently met across assigned portfolios.
• Owns executive relationships for top‐tier accounts; partners with Sales and supports Senior CSMs in high‐impact strategic engagements.
• Develops strong insurance vertical expertise, leveraging industry knowledge, trends, and regulatory insight to guide customers, support the team, and influence strategic account planning.
• Directs renewal and expansion strategy for the team, with accountability for forecast accuracy, pipeline health, and revenue outcomes.
• Leads optimisation initiatives for claims workflows, partnering with Operations to design and implement scalable, systemic improvements.
• Acts as the vertical voice of the customer, consolidating feedback and influencing product roadmap priorities at the vertical leadership level.
• Designs and executes change management programs, including enablement sessions and rollout of best practices across the team.
• Defines and operationalises customer lifecycle frameworks, ensuring consistent execution and alignment to desired business outcomes.
• Owns QBR governance, coaching the team on multi‐stakeholder ROI articulation and long‐term strategic alignment.
• Establishes standards for autonomy and decision‐making, resolving escalations, and navigating complex customer scenarios.
• Manages and develops the vertical Customer Success team, including hiring, onboarding, performance management, and career development.

Qualifications & Experience

• Proven management experience in a B2B SaaS or FinTech/InsurTech scale‐up environment, with a strong track record of building, hiring, mentoring, and leading high‐performing Customer Success teams.
• Demonstrated ability to drive customer retention, expansion, and lifetime value through proactive engagement and data‐driven success strategies.
• Exceptional leadership and player‐manager skills, effectively balancing hands‐on account ownership with coaching and developing team members.
• Expertise in managing and growing strategic, high‐value customer accounts, consistently delivering exceptional service standards and strong commercial returns.
• Strong problem‐solving and escalation management capabilities, ensuring timely resolution of complex issues for premium customers.
• Results‐oriented with a proven track record of delivering high ROI and measurable outcomes across key customer portfolios.

Skills & Attributes

• Able to translate business objectives into actionable customer success strategies that drive retention, growth, and value.
• Strong ability to build, mentor, and lead high‐performing, customer‐centric teams.
• Applies best‐practice tools, cross‐team collaboration, and a revenue‐focused approach to maximize business outcomes.
• Communicates with clarity and confidence, effectively influencing stakeholders at all levels in a matrixed organization and representing the voice of the customer.
• Analytical and data‐driven approach, with the ability to track, interpret and act on adoption, usage and health metrics to drive outcomes.
• Experienced in implementing and using Customer Success platforms such as Zendesk, Salesforce, and CRM systems.
• Strong problem‐solving and process improvement capabilities, proactively identifying issues and driving effective resolutions.
• Ability to thrive in a fast‐paced, high‐growth environment, balancing strategic priorities with operational execution.

Benefits

• 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 minimum days 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.