At a Glance
- Tasks: Lead and grow Tier 1 customer accounts, driving adoption and strategic outcomes.
- Company: Dynamic FinTech company focused on customer success and innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Fast-paced environment with opportunities to shape industry standards.
- Why this job: Make a real impact in the FinTech industry while mentoring others.
- Qualifications: 8+ years in Customer Success or Account Management with strong analytical skills.
The predicted salary is between 80000 - 100000 £ per year.
Requirements:
- 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).
- 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.
What the job involves:
- 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.
- 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.
Strategic Customer Success Director for FinTech & Insurance employer: Vitesse
As a Strategic Customer Success Director at our dynamic FinTech and InsurTech scale-up, you will thrive in a collaborative and innovative work culture that prioritises employee growth and development. We offer competitive benefits, including flexible working arrangements and opportunities for professional advancement, all while being part of a team that values strategic thinking and customer advocacy in a fast-paced environment. Join us to make a meaningful impact on Tier 1 customers and shape the future of financial services.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Director for FinTech & Insurance
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the FinTech and insurance sectors. Attend industry events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your expertise! When you get the chance to chat with potential employers, make sure to highlight your experience with Tier 1 customers and your strategic thinking skills. Use real examples to demonstrate how you've driven adoption and retention in past roles.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to pop up. Reach out directly to companies you’re interested in, especially through our website. Express your interest in their customer success initiatives and how you can add value to their team.
✨Tip Number 4
Prepare for interviews by brushing up on your knowledge of risk management processes and compliance frameworks. Be ready to discuss how you’ve navigated complex customer environments and influenced product roadmaps in your previous roles.
We think you need these skills to ace Strategic Customer Success Director for FinTech & Insurance
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in Customer Success and any relevant roles in FinTech or InsurTech. We want to see how your background aligns with our needs!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and examples to demonstrate how you've driven adoption and retention in previous roles. Numbers speak louder than words!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your strategic thinking can benefit our Tier 1 customers. Let your personality come through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. We can’t wait to hear from you!
How to prepare for a job interview at Vitesse
✨Know Your Numbers
Make sure you come prepared with specific metrics and success stories from your previous roles. Highlight your experience managing Tier 1 customers and how you've driven adoption and retention. This will show that you understand the importance of data in a Customer Success role.
✨Understand the Industry
Brush up on the latest trends and regulatory requirements in the FinTech and Insurance sectors. Being able to discuss these topics confidently will demonstrate your vertical expertise and show that you're not just familiar with the industry, but that you’re also passionate about it.
✨Showcase Your Strategic Thinking
Prepare to discuss how you've translated business objectives into actionable customer success strategies. Think of examples where you've influenced product roadmaps or collaborated cross-functionally to achieve customer outcomes. This will highlight your strategic mindset and ability to drive results.
✨Be a Storyteller
During the interview, use storytelling to convey your experiences. Share specific examples of how you've navigated complex accounts or resolved non-standard issues. This will not only make your answers more engaging but also help the interviewers see you as a capable leader who can mentor others.
