Head of Customer Success - Enterprise

We are Vitesse – the treasury and payment partner of choice for insurance.

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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.

Customer Success at Vitesse is still taking shape, which means if you join us you’ll have a genuine opportunity to shape how the function works – from engagement models and playbooks, to the way we measure customer value and growth. You’ll be responsible for our enterprise customer sucesss team that owns a portfolio of our Vitesse’s largest and most complex customers across the carrier, TPA and MGA market. These matrixed organisations often have multiple stakeholder groups, complex operating models and legacy systems. You’ll help the team navigate that complexity, build trusted executive relationships and grow the value customers realise from Vitesse. Your ideas will matter, and your impact will be visible.

The Role

Reporting into the VP of Customer Success, you’ll lead a team of CSMs and personally own one or two strategic accounts. Together, you’ll drive material growth across our Enterprise customer base by helping customers realise measurable value and increase their use of Vitesse

You’ll guide the team to build strong relationships, from operational users to senior executives, and mobilise the right people across Vitesse to deliver on customer priorities. Strong adoption and customer health will underpin that growth. You’ll work closely with Sales, Pre-Sales, Product, Onboarding, Operations, Support and Data to make it happen.

Core Responsibilities

• Coach and develop Enterprise CSMs to act as trusted advisers and build effective relationships with senior customer stakeholders.

• Guide the team in creating and delivering Customer Success Plans that connect customer goals to Vitesse’s value, with clear success measures, regular check-ins and strategic reviews.

• Hold the team accountable for customer outcomes, portfolio health and growth in balances, payment accounts, participant connections and Vitesse’s share of payment activity.

• Help CSMs map stakeholder groups, identify risks early and coordinate action across customer and internal teams.

• Guide the team through complex customer initiatives by clarifying ownership, aligning stakeholders and keeping activity focused on agreed outcomes.

• Support customers in enabling third parties in their payment networks, coordinating across CSMs and other internal teams where needed.

• Partner with Sales to identify and qualify expansion opportunities.

• Bring customer feedback to Product and operational teams, and shape the Enterprise Customer Success model and practices.

Why Join Us?

Vitesse is a high-growth business with a strong, open and positive culture. We combine the innovative energy of a scale-up with proven product-market fit and a significant market opportunity.

As Customer Success Lead, Enterprise, you’ll shape how we work with some of our largest customers, lead a talented team and help build an approach suited to complex organisations and meaningful growth.

Skills and Experience

• Experience leading and developing a Customer Success or Account Management team in insurance or a complex B2B technology environment.

• Experience managing strategic accounts with matrixed organisations and multiple operational, technical and executive stakeholders.

• A record of helping customers realise measurable value and growing adoption or usage within existing relationships.

• Confidence coaching teams to engage senior executives and communicate business value.

• Strong commercial judgement and the ability to turn customer insight into credible account and growth plans.

• The ability to guide teams through complex customer initiatives, keeping outcomes, ownership and risks clear.

• Strong cross-functional leadership and knowledge of carriers, TPAs, MGAs or the wider insurance ecosystem, or the ability to build that expertise quickly.

• An adaptable leadership style and interest in shaping an evolving Enterprise Customer Success model.

We understand that everyone has their own work rhythm and believe in a flexible working schedule - at Vitesse you’re expected to work 35 hours a week.

Our Values – or what we call “Vitesse at Our Best”

The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes

Confident Humility
We believe the best ideas come from listening and learning. We leave ego at the door, ask for help when we need it, and celebrate collective success. When one of us wins, we all do.

Driven to Succeed
We’re ambitious about the opportunity ahead and committed to achieving it together. We hold ourselves to high standards, take pride in what we deliver, and push for meaningful outcomes for our customers, our partners, and each other.

Tenacious Responsibility
We take ownership of our work, our decisions, and our results. We face challenges with resilience, learn from setbacks, and see things through to completion. Because doing the right thing matters.

We are an Equal Opportunity Employer

We commit to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of unlawful or unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect. If you require any interview adjustments please contact Clara Moretti-Parker on [email protected].