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Customer Success Lead - CarriersVitesse · London
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Vitesse

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Customer Success Lead - Carriers

🗓️ Posted 2026-08-24 London Fulltime Hybrid Sales
💰 Salary Not shared 📊 Market 4,583 GBP–6,667 GBP/mo

About the Company

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 pa

About 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 proce

Requirements

  • ● Proven experience leading and developing a Customer Success or Account Management team within Insurance or a complex B2B InsurTech or SaaS environment.
  • ● Strong experience managing strategic enterprise accounts with complex products, workflows, and stakeholder groups.
  • ● Demonstrated success in increasing adoption and growing the footprint of existing customer relationships.
  • ● Strong analytical and commercial judgement, with the ability to assess a customer's current position, understand its addressable potential, and build a credible strategy for growth.
  • ● Excellent discovery skills, with the ability to uncover customer pain points, operational barriers, strategic priorities, success measures, and potential new use cases.
  • ● Strong cross-functional leadership, with the ability to mobilise teams including Sales, Pre-Sales, Data, Onboarding, Operations, and Product around customer priorities.
  • ● Strong knowledge of the Specialty/Commercial/Multi-national insurance carrier environment, or the ability to build credible vertical expertise quickly.
  • ● days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
  • ● Hybrid working arrangements; 2 days per week minimum in the office.
  • ● Contributory pension scheme.
  • ● Enhanced Parental leave.
  • ● Cycle to Work Scheme.
  • ● Private Medical Insurance with AXA.
  • ● Unlimited access to Oliva, our Mental Health Therapy partners.
  • ● Discounted Gym membership through Gym pass.
  • ● Financial Coaching with Octopus Wealth.
  • ● days of volunteering leave per year.
  • ● month unpaid Sabbatical after 5 years' service.
  • ● Life Assurance - MetLife (UK employees only).
  • ● We value learning and will help you with your personal development where we can - from constant exposure to new challenges to regular internal and external training.

Benefits

  • ● We are a high-growth business with a strong, open, and positive culture. At Vitesse, we combine the fast-paced, innovative energy of a scale-up with the solid foundation of a proven product-market fit and an exciting market opportunity. As a INSERT JOB TITLE you'll have the chance to build something meaningful, working with a team of passionate individuals committed to driving growth.