Customer Success Lead – Carriers

Overview

In this role, you lead the Carrier Customer Success team to drive revenue growth by migrating insurance carriers onto Vitesse and expanding existing relationships. You will coach a team to solve complex customer problems, manage senior stakeholder engagement, and build scalable playbooks. The role sits at the intersection of success, product, and sales, shaping how carriers derive value from our platform at scale.

Pay / Benefits

• 25 days Holiday per year (increasing with service)
• Hybrid working with 2 days in office
• Contributory pension
• Enhanced Parental leave
• Cycle to Work Scheme
• Private Medical Insurance with AXA

Responsibilities

• Lead and coach a team of Customer Success Managers focused on discovery, stakeholder management, and growth strategy
• Personally own 1–3 strategic carrier accounts requiring executive engagement and growth focus
• Map current carrier footprint and addressable potential with cross-functional teams to boost adoption and processing volume
• Define and monitor customer health metrics to guide interventions and risk management
• Partner with Sales in a co-owned account model with clear referral processes and visibility into health and growth
• Lead strategic reviews to align performance with plan for increasing share of carrier business
• Develop scalable playbooks, lifecycle frameworks, and performance metrics for Carrier CS
• Collaborate with Pre-Sales, Data, Onboarding, Operations, and Product to remove adoption barriers and voice customer needs

Key requirements

• Experience leading a Customer Success or Account Management team in Insurance or complex B2B SaaS/InsurTech environments
• Proven track record managing strategic enterprise accounts with complex products and stakeholder groups
• Demonstrated success in increasing adoption and expanding customer relationships
• Strong analytical and commercial judgment to assess account potential and growth strategy
• Excellent discovery skills to identify pain points, barriers, priorities, and expansion use cases
• Ability to build trusted senior stakeholder relationships and translate product value into outcomes
• Cross-functional leadership to mobilise Sales, Pre-Sales, Data, Onboarding, Operations, and Product around priorities
• Knowledge of the Specialty/Commercial/Multi-national insurance carrier environment
• Experience building frameworks for customer success and adoption programs

• Strong leadership and coaching ability
• Strategic storytelling for executive stakeholders
• Data-driven decision making
• Enterprise account management
• Customer health and adoption analytics
• Stakeholder management at senior levels

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