VP Customer Success

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 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’ll initially own the post contract customer journey, our newly created Customer Success function and Customer Support. You’ll set the vision, build the team and implement the processes and playbooks needed to deliver an exceptional experience at scale.

• 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 Q  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.

• Proven track record (8+ years) in Customer Success leadership within a B2B SaaS or Fin Tech/Insur Tech 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.

• St…