VP Customer Success in London

About Us

At Vitesse, we are more than just a payments platform – we are 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 are 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 are in the right place.

About The Role

The VP of Customer Success will own the end‐to‐end customer lifecycle post‐sale, building and leading a world‐class Customer Success organisation. You will be responsible for accelerating customer adoption, driving value realisation, and ensuring renewals and expansions across the portfolio. This is a highly cross‐functional role, partnering closely with Sales, Pre‐Sales, Solutions and our operational teams. The VP of Customer Success will define the operating model, build scalable playbooks, and establish metrics that demonstrate customer outcomes and business impact. You and your team will shape the future of our platform, ensuring that every customer sees measurable value from day one and throughout their lifecycle. This is a critical leadership role in our next stage of growth. You will initially own the post contract customer journey, our newly created Customer Success function and Customer Support. You will set the vision, build the team and implement the processes and playbooks needed to deliver an exceptional experience at scale.

Key Responsibilities

• Define, implement and own the customer lifecycle strategy aligned to Vitesse's business objectives (value realisation, adoption, expansion).
• Design, implement and own the customer success operating model including segmentation, coverage, playbooks, tools and Key Performance Indicators.
• Build, lead, and mentor high‐performing Customer Success & Customer Support teams.
• Develop internal partnership and process frameworks to manage customer satisfaction and increase platform adoption.
• Serve as the voice of the customer, influencing product roadmap and company strategy.
• Define and track leading and lagging health metrics (adoption, straight‐through‐processing percentage, reconciliation accuracy, self‐sufficiency).
• In collaboration with Sales you will own and execute our QBR and account strategy, partnering with Sales on renewal forecasting and our expansion pipeline.
• Oversee risk management processes: compliance gaps, operational incidents.
• Ensure that our customer‐facing processes deliver against agreed SLA's and targets embedded and evidence compliance with client money rules, trust account management and audit requirements.

Qualifications

• Proven track record (8+ years) in Customer Success leadership within a B2B SaaS or FinTech/InsurTech scale‐up environment.
• Demonstrated experience in designing and implementing customer lifecycle strategies that drive adoption, retention, and expansion.
• Proven and demonstrable experience in building and scaling high performing Customer Success and Support teams, including hiring, mentoring, and performance management.
• Hands‐on experience in developing and executing operating models (segmentation, coverage, playbooks, KPIs).
• 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, account strategy, renewal forecasting, and expansion pipelines.
• Exposure to customer‐facing process design ensuring SLA adherence and compliance with client money rules and trust account management.

Skills & Attributes

• Strategic thinking with the ability to translate business objectives into actionable customer success strategies.
• Strong leadership and people management skills, fostering high‐performing, customer‐centric teams.
• Applies strong commercial acumen, using best‐practice tools, cross‐team collaboration, and a revenue‐focused approach.
• Possesses strong executive presence and communicates with clarity, confidence, and influences at all levels of a matrixed business.
• Exceptional communication and stakeholder management skills, acting as the voice of the customer internally.
• Excellent analytical and data‐driven mindset, with experience defining and tracking health metrics (adoption, STP %, reconciliation accuracy, self‐sufficiency).
• Experienced in implementing and using Customer Success platforms such as Zendesk, Salesforce, and CRM systems.
• Strong problem‐solving and process improvement capabilities.
• Ability to thrive in a fast‐paced, high‐growth environment, balancing strategic priorities with operational execution.

Benefits

• 25 days Holiday per year (increasing by 1 day per year's service, up to 30 days) + Bank Holidays
• Hybrid working arrangements; 3 days per week in our St Pauls 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 understand that everyone has their own work rhythm and believe in a flexible working schedule – at Vitesse you are expected to work 35 hours a week. When you need a break, you have 25 days of paid holiday that you can use throughout the year.

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 are 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.