Customer Success Director – Brokers

🕒 March 26

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Vitesse PSP Limited

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

💳 Fintech

💸 Finance

💰 Series B on 2022-02

Fintech • Insurance • Finance

Vitesse PSP Limited is a company that provides innovative solutions for the insurance sector, focusing on optimizing claim funds and streamlining payment processes. Their platform enables faster claims payment, safe capital management, and smart treasury solutions by integrating with tier-1 bank partners. Vitesse PSP Limited serves various stakeholders in the insurance industry, including insurers, brokers, managing general agents (MGAs), third-party administrators (TPAs), and capacity providers, offering them increased efficiency and control over claim funds. They also partner with Lloyd’s of London on solutions like Faster Claims Payment (FCP), enhancing the claimant experience across multiple countries and currencies. Vitesse PSP Limited is regulated under various financial authorities, ensuring compliance and security in its operations across the UK, EU, and USA.

📋 Description

• Define and execute customer success strategies for complex Tier 1 accounts, driving systemic adoption improvements across portfolios • Own executive relationships for top‑tier accounts alongside Sales; influencing strategic decisions and account direction • Co‑own renewal forecasting and expansion pipelines, leading strategic account planning and growth initiatives • Partner with Delivery & Operations to optimise workflows, drive improvements in STP % and reconciliation accuracy • Act as a strategic advocate for customers, influencing product roadmap and prioritisation and leading customer councils or betas • Lead change programs through designing best practice and driving adoption internally and externally • Architect outcome‑driven customer lifecycle strategies and mentor Customer Success Managers to ensure consistent execution and business impact • Lead multi‑stakeholder QBRs, delivering ROI playbacks and aligning strategic objectives across Product, Sales, Operations, and customer teams • Shape renewal forecasting and expansion pipeline quality, influencing commercial strategy and revenue outcomes • Navigate ambiguity to resolve complex, non‑standard issues, establishing clear guidance for others to proactively reduce repeat escalations • Act as a player‑coach, leading cross‑functional initiatives and contributing to hiring and onboarding of new Customer Success Managers • Develop strong vertical expertise, following industry insight and trends to guide customers and demonstrate contextual understanding

🎯 Requirements

• Proven track record (8+ years) in Customer Success, Account Management, or similar roles within a B2B SaaS or FinTech/InsurTech scale‑up environment • Proven experience managing Tier 1 customers with high ARR, complexity and executive stakeholders • Demonstrated success driving adoption and retention through structured account planning, executive engagement, and roadmap influence across complex customer environments • 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 and co‑own account strategy, forecasting, and expansion pipelines with Sales colleagues • Exposure to customer‑facing process design ensuring SLA adherence and compliance with client money rules and trust account management • Established vertical expertise (e.g. insurance, payments, fintech, or adjacent regulated industries)

🏖️ Benefits

• 25 days Holiday per year (increase by 1 day per year to 30 days max) + Bank Holidays • Hybrid working arrangements • Contributory pension scheme • Enhanced Parental leave • Cycle to Work Scheme • Private Medical Insurance through Vitality • Access to Oliva our Mental Health Therapy partners • Discounted Gym membership • 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