Customer Success Lead - Carriers

About the role

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 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.

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