Customer Success Lead - Carriers

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.

THE CURRENT TEAM AND OUR MISSION

Customer Success at Vitesse is still relatively new, which means if you join us you'll have a genuine opportunity to shape how the function works - from segmentation and engagement models to the way we measure customer value and growth. You'll be responsible for a team that owns a portfolio of insurance carriers: deep, strategic relationships that run across claims and treasury operations, and where the decisions your customers make extend Vitesse into their wider network of third-party administrators.

You'll help these customers realise more value from the partnership while building the playbooks that will support our next stage of growth. We want people who are energised by shaping the answers rather than inheriting them.

This is a role for someone who enjoys coaching a team to solve complex customer problems, navigate senior stakeholder groups, and turn insight into measurable outcomes. Your ideas will matter, and your impact will be visible.

The Role:

Reporting into the VP of Customer Success, you will have the opportunity to lead our Carrier Customer Success team in delivering a material revenue growth target. You'll do this by helping Carriers migrate more of their existing business onto Vitesse, demonstrating measurable ROI, and identifying qualified expansion opportunities in partnership with Sales.

As Vitesse typically starts with a focused footprint, you'll ensure your team understands each carrier's current position and growth potential. They'll build strong relationships from operational users through to senior executives, and mobilise the right people within Vitesse to realise it - all underpinned by deep adoption and strong customer health.

You'll lead a team of CSMs while personally owning 1-3 strategic carrier accounts.

Core responsibilities:

• Lead and coach a team of CSMs, building their skills in discovery, stakeholder management, and growth strategy
• Personally own and manage 1-3 strategic carrier accounts where senior stakeholders or growth potential require additional focus
• Partner with relevant stakeholders to map our current carrier current footprint and addressable potential, then drive frameworks that increase adoption and processing volume - both of which drive revenue growth
• Define and monitor customer health (adoption, usage, stakeholder strength, risk) to prioritize interventions
• Partner closely with Sales through a co-owned account model - shared strategy, clear referral processes, and consistent visibility into customer health and growth potential
• Ensure strategic reviews connect current performance and customer outcomes with a clear plan for increasing Vitesse's share of the carrier's…