VP of Customer Success — Scale Adoption & Revenue

Vitesse PSP; Greater London; Hybrid; GBP 100,000 - 150,000; Full time

Job summary

A leading financial infrastructure provider in Greater London is seeking a VP of Customer Success to lead the customer lifecycle post-sale. This role is essential for driving customer adoption and ensuring renewals and expansions. The ideal candidate will have over 8 years of experience in Customer Success leadership within a B2B SaaS or FinTech/InsurTech environment. The position includes building and mentoring teams, defining strategies, and overseeing compliance with client money rules.

Benefits

25 days Holiday per year

Hybrid working arrangements

Contributory pension scheme

Enhanced parental leave

Cycle to Work Scheme

Private Medical Insurance

Unlimited access to mental health support

Discounted Gym membership

Financial Coaching

2 days of volunteering leave

1-month unpaid Sabbatical after 5 years

Life Assurance

Qualifications

• Proven track record in Customer Success leadership within a B2B SaaS or FinTech/InsurTech scale-up environment.
• Experience in designing customer lifecycle strategies that drive adoption, retention, and expansion.
• Ability to build and scale high performing Customer Success and Support teams.

Responsibilities

• Define and own customer lifecycle strategy aligned to business objectives.
• Design and implement the Customer Success operating model and KPIs.
• Build and mentor high-performing Customer Success & Support teams.

Skills

Strategic thinking

Leadership

Analytical mindset

Stakeholder management

Problem-solving

Education

8+ years in Customer Success leadership

Tools

Zendesk

Salesforce

CRM systems

Job description

A leading financial infrastructure provider in Greater London is seeking a VP of Customer Success to lead the customer lifecycle post-sale. This role is essential for driving customer adoption and ensuring renewals and expansions. The ideal candidate will have over 8 years of experience in Customer Success leadership within a B2B SaaS or FinTech/InsurTech environment. The position includes building and mentoring teams, defining strategies, and overseeing compliance with client money rules.