Vitesse PSP Limited

VP Customer Success

Vitesse PSP Limited

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Lead

About the role

  • Define, implement and own the customer lifecycle strategy aligned to Vitesse’s business objectives (value realisation, adoption, expansion).
  • Design, implement and own the customer success operating model including segmentation, coverage, playbooks, tools and Key Performance Indicators.
  • Build, lead, and mentor high-performing Customer Success & Customer Support teams.
  • Develop internal partnership and process frameworks to manage customer satisfaction and increase platform adoption.
  • Serve as the voice of the customer, influencing product roadmap and company strategy.
  • Define and track leading and lagging health metrics (adoption, straight-through-processing percentage, reconciliation accuracy, self-sufficiency, ).
  • In collaboration with Sales you will own and execute our QBR and account strategy, partnering with Sales on renewal forecasting and our expansion pipeline.
  • Oversee risk management processes: compliance gaps, operational incidents.
  • Ensure that our customer facing processes deliver against agreed SLA’s and targets embed and evidence compliance with client money rules, trust account management and audit requirements.

Requirements

  • Proven track record (8+ years) in Customer Success leadership within a B2B SaaS or FinTech/InsurTech scale-up environment.
  • Demonstrated experience in designing and implementing customer lifecycle strategies that drive adoption, retention, and expansion.
  • Proven and demonstrable experience in building and scaling high performing Customer Success and Support teams, including hiring, mentoring, and performance management.
  • Hands-on experience in developing and executing operating models (segmentation, coverage, playbooks, KPIs).
  • 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, account strategy, renewal forecasting, and expansion pipelines.
  • Exposure to customer-facing process design ensuring SLA adherence and compliance with client money rules and trust account management.
Benefits
  • 25 days Holiday per year (increasing by 1 day per years’ service, up to 30 days) + Bank Holidays
  • Hybrid working arrangements; 3 days per week in our St Pauls 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer lifecycle strategycustomer success operating modelsegmentationcoverageplaybooksKey Performance Indicatorsrisk management processescompliance frameworksaudit requirementsrenewal forecasting
Soft skills
leadershipmentoringcollaborationinfluencingcustomer satisfaction managementperformance managementprocess designcross-functional teamworkcommunicationstrategic thinking