Customer Success Lead - Carriers

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 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 processes, and consistent visibility into customer health and growth potential
• Ensure strategic reviews connect current performance and customer outcomes with a clear plan for increasing Vitesse’s share of the carrier’s addressable business
• Build scalable playbooks, lifecycle frameworks, and performance metrics for the Carriers CS function

Collaborate cross-functionally with Pre-Sales, Data, Onboarding, Operations, and Product to remove adoption barriers and represent the voice of the

Why Join Us?

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.

Skills we are looking for:

• 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.
• Experience building trusted relationships with senior and executive stakeholders, including translating product value into relevant financial, operational, and strategic outcomes.
• 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.

What we offer:

• 25 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.
• 2 days of volunteering leave per year.
• 1-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.

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 clara.moretti-parker@vitesse.io.