Vice President of Customer Success, Vitesse
3 days a week in office (St Pauls, London)
Cross-border payment solutions
Be an early applicant
Cross-border payment solutions
201-500 employees
Be an early applicant
3 days a week in office (St Pauls, London)
201-500 employees
Company mission
To be the treasury and payment provider of choice for the Insurance Market.
Role
Who you are
- 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
- 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
What the job involves
- 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 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 SLA’s and targets embed and evidence compliance with client money rules, trust account management and audit requirements
- At Vitesse you’re expected to work 35 hours a week
Salary benchmarks
Our take
Vitesse is a payment business providing global payment services to a range of businesses. Operating on one of the largest domestic banking and payment networks in the world, Vitesse gives its customers direct access to over 180 countries' domestic payment networks and processes over $10B in transactions.
It's focused on serving customers in the insurance market by providing improved liquidity management and faster claims settlement. Insurance is the largest market in terms of revenue and the fastest growing, and as a result of Vitesse's success in the Lloyds of London market, the company has established itself as an industry leader.
Having closed successful funding rounds, the company aims to double its revenue in the coming years whilst also focusing on growing its team across London and Rotterdam and establishing a presence within the US market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
May 2024
$93m
SERIES C
Feb 2022
$26m
SERIES B
Total funding: $127.8m
Company benefits
- 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
- Hybrid working arrangements – minimum 2 days in the office, Tuesday - Thursday
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance with AXA
- Unlimited access to therapy sessions through our partner, Oliva
- Discounted Gym membership through Gympass
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years’ service
- Life Assurance - MetLife (UK employees only)
- Ongoing Learning and Development to support you reach your career goals
Company HQ
Holborn, London, UK
Leadership
Phillip McGriskin
(Founder & CEO)An experienced CPO having worked for Worldpay. Also previously the Founder and CEO of Envoy Services.
Share this job
View 2 more jobs at Vitesse