Customer Success Lead - Enterprise

<p style="min-height:1.5em"><strong>We are Vitesse – the treasury and payment partner of choice for insurance.</strong></p><p style="min-height:1.5em"><strong>Your next adventure awaits!</strong></p><p style="min-height:1.5em">Join the team who are redefining the payments space.</p><p style="min-height:1.5em"><strong>About Us</strong></p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"><strong>The Role</strong></p><p style="min-height:1.5em">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</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"><strong>Core Responsibilities</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Coach and develop Enterprise CSMs to act as trusted advisers and build effective relationships with senior customer stakeholders.</p></li><li><p style="min-height:1.5em">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.</p></li><li><p style="min-height:1.5em">Hold the team accountable for customer outcomes, portfolio health and growth in balances, payment accounts, participant connections and Vitesse’s share of payment activity.</p></li><li><p style="min-height:1.5em">Help CSMs map stakeholder