Customer Success Associate

About Vestd

Vestd is a leading sharetech platform specializing in equity management, including share schemes, fundraising, and company secretarial services. Our regulated platform simplifies complex share schemes, empowering businesses to attract and retain talent, and assisting investors and founders. Founded with a vision to see one billion people worldwide invested in companies by 2030, Vestd is committed to inclusion, fairness, and B Corp principles, balancing profit with purpose.

The Role: Customer Success Associate

Vestd is seeking a Customer Success Associate to join the Scale team. This role focuses on guiding founders and leadership teams through the commercial and compliance aspects of designing, launching, and managing share schemes using Vestd's SaaS platform. You will be instrumental in supporting customers through a complex onboarding process, building long-term relationships, and ensuring their confidence and success with the platform.

What Success Looks Like in Year One

• Confidently manage a portfolio of Scale customers, delivering high-quality onboarding and support with consistently strong satisfaction scores.
• Ensure customers effectively adopt the platform, have queries resolved accurately and promptly, and maintain strong relationships leading to retention.
• Proactively identify expansion opportunities and contribute to team process improvements.

Key Responsibilities

• Customer Onboarding and Implementation: Guide founders and teams through share scheme setup on the Vestd platform, ensuring confident, independent use.
• Day-to-Day Customer Success: Manage a portfolio of Scale customers, resolve queries accurately within service levels, and provide clear guidance on complex equity topics.
• Retention and Growth: Build long-term customer relationships, identify churn risks, and spot opportunities for upgrades, referrals, and additional services.
• Accuracy and Compliance: Ensure customer documentation, scheme data, and platform configurations are correct throughout the customer lifecycle.
• Continuous Improvement: Contribute to enhancing processes, self-serve resources, and platform adoption to reduce the cost to serve without compromising quality.

What We're Looking For

Essential Elements:

• At least 2 years of experience in customer onboarding, implementation, or lifecycle management within a SaaS business, ideally with a product requiring configuration or guided setup.
• Experience supporting complex, multi-stakeholder B2B onboarding or setup processes.
• Confidence communicating with senior stakeholders (founders, CFOs, finance leaders) on detailed and commercially important topics.
• Strong written and verbal communication skills, capable of translating complex information into clear guidance.
• High attention to detail, especially concerning accuracy and compliance.
• Comfort working independently in a fully remote environment.

Nice to Have:

• Startup/scaleup experience.
• Knowledge of shares and share schemes.
• Experience working in a remote-first team.
• Experience in a regulated or compliance-adjacent environment.

Benefits & Perks

• Remote-first work environment with twice-yearly in-person get-togethers.
• Flexible working to achieve work/life balance.
• Equity options (after qualifying period).
• Monthly recognition scheme.
• Support with home working equipment.
• Personal training and development budget.
• Private medical insurance (after qualifying period).
• Team retreats twice a year.
• Strong team ethos and social events.
• 25 days annual leave plus one extra day per year of service (up to five days).
• Employer contribution pension scheme (after qualifying period).

Location

• Remote/Hybrid working (UK-based).
• Must be primarily UK-based and eligible to work in the country.

Application Process

• Rolling applications accepted with no fixed end date.
• Stages include: Online application, screening call, take-home task, skills-based interview, team cultural interview, and CEO interview.
• Vestd records interviews for internal hiring team use only; recordings are deleted once roles are filled. All candidate information is kept confidential.

Culture & Values

• Collaborative, adaptable, and eager to grow.
• Thrives in a startup environment, embraces technology, and contributes to innovation.
• Committed to B Corp principles and UN Sustainable Development Goal 8 (Decent Work and Economic Growth).
• Values equality, diversity, and inclusion, encouraging applications from candidates with diverse experiences and transferable skills.