Customer Success Lead, Vitesse
Carriers
2-3 days a week in office (St Paul’s, London )
Cross-border payment solutions
Be an early applicant
Cross-border payment solutions
201-500 employees
Be an early applicant
2-3 days a week in office (St Paul’s, London )
201-500 employees
Company mission
To be the treasury and payment provider of choice for the Insurance Market.
Role
Who you are
- 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
- Able to translate business objectives into actionable customer success strategies that drive retention, growth, and value
- Strong ability to build, mentor, and lead high‑performing, customer‑centric teams
- Applies best‑practice tools, cross‑team collaboration, and a revenue‑focused approach to maximize business outcomes
- Communicates with clarity and confidence, effectively influencing stakeholders at all levels in a matrixed organization and representing the voice of the customer
- Analytical and data‑driven approach, with the ability to track, interpret and act on adoption, usage and health metrics to drive outcomes
- Experienced in implementing and using Customer Success platforms such as Zendesk, Salesforce, and CRM systems
- Strong problem‑solving and process improvement capabilities, proactively identifying issues and driving effective resolutions
- Ability to thrive in a fast‑paced, high‑growth environment, balancing strategic priorities with operational execution
What the job involves
- 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
- 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
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
Company
Funding (last 2 of 3 rounds)
May 2024
$93m
SERIES C
Feb 2022
$26m
SERIES B
Total funding: $127.6m
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.
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