VP Customer Success

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 Vitesseweremore than just a payments platform werethe 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 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 tomorrows insurance solutions. Are you ready to make a differenceYourein 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. Youll initially own the post contract customer journey our newly created Customer Success function and Customer Support. Youll 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 Vitesses 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 SLAs and targets embed and evidence compliance with client money rules trust account management and audit requirements.

• 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.

• 25 days Holiday per year (increasing by 1 day per years service up to 30 days) Bank Holidays

• Hybridworkingarrangements; 3 days per week in our St Pauls office!

• Contributorypensionscheme.

• EnhancedParental leave.

• Cycle to Work Scheme.

• Private Medical Insurancewith AXA.

• Unlimited access to Oliva our Mental Health Therapy partners.

• Discounted Gym membershipthrough Gym pass.

• Financial Coaching with Octopus Wealth.

• 2 daysofvolunteering leaveperyear.

• 1-month unpaid Sabbaticalafter 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 Vitesseyoureexpected 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.

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 soitsimportant 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
Were ambitious about the opportunity ahead and committed to achieving it together. We hold ourselves tohigh 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 weseekto treat people fairly and with dignity and yourequireany interviewadjustmentsplease contact Clara Moretti-Parker on.

Required Experience:

Exec