Vestd
Customer Success Associate
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Customer Success Associate
Customer Success Associate (Scale Team) – UK-Based (Remote/Hybrid)
About the Role
Role: Customer Success Associate Team: Scale Reports to: CS Team Lead Location: Remote/Hybrid (UK-based), with potential for hybrid working in the future Working Pattern: Remote-first, with two annual in-person gatherings Hours: Full-time Salary: Up to £34k (depending on experience) + equity
A Note on Applying
All applications and subsequent communications must go through official company channels or the careers page. Direct contact (email, social media, etc.) is not accepted. Vestd maintains a zero-tolerance policy against harassment or abuse. Candidates breaching these guidelines may be disqualified.
The Opportunity
We’re seeking passionate, tech-savvy individuals who can guide founders and leadership teams through commercial and compliance complexities when launching and managing share schemes using the Vestd platform.
This is not customer service—it’s about driving adoption, proactively adding value, and ensuring customers are confident and well-supported in using our SaaS equity management system.
Key Responsibilities
You’ll:
- Lead video calls with founders, finance leads, and other executives, building trust through clear communication and technical accuracy.
- Oversee SaaS onboarding, removing obstacles and setting expectations across critical milestones.
- Manage long-term customer relationships, anticipating upsell opportunities, mitigating churn risks, and refining internal processes.
- Ensure compliance and documentation accuracy across entire customer lifecycles.
- Contribute to continuous improvement—reducing support costs while maintaining high-quality service.
About Vestd
Vestd is a leading sharetech platform specialising in:
- Equity management (shares schemes, fundraising, company secretarial).
- Tax-efficient, compliant share solutions for scalable businesses.
- Investment empowerment and founder support.
Founded by Ifty Nasir, our mission is to enable one billion people to invest in the companies they grow by 2030. Bailiwick as a B Corp-certified company, we balance profit with purpose, embedding social and environmental standards into our operations.
Awards and Recognition:
- Top 3 UK Companies for Company Culture (BreatheHR)
- Recognised by The Fintech Awards London and TechRound
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Success in Year One
You’ll thrive if you:
- Master a portfolio of Scale customers, delivering high satisfaction scores through smooth onboarding and ongoing support.
- Ensure early platform confidence, quick query resolution, and higher retention rates.
- Spontaneously identify expansion opportunities (premium features, referrals, etc.).
- Enable team-wide process improvements through suggestions and benchmarking.
What You’ll Handle
- Onboarding & Implementation: Help founders and teams configure, launch, and adopt share schemes independently on Vestd.
- Customer Success: Own a portfolio, resolve issues within SLA compliance, and provide clear guidance on equity-related questions.
- Retention & Growth: Proactively build trust and rapport, monitor churn risk, and upsell additional services.
- Accuracy & Compliance: Rigorously verify schemes, data, and platform settings before and post-launch.
- Process Innovation: Advocate for self-service paths, cut costs-to-serve without compromising support quality.
Essential Requirements
We’re looking for candidates with: ✅ 2+ years supporting SaaS onboarding, implementation, or lifecycle management (preferably in a product requiring custom setup or microlearning). ✅ B2B experience guiding multi-stakeholder onboarding (e.g., tech/finance/legal teams). ✅ Confidence communicating with senior stakeholders—pitching nuanced equity topics clearly. ✅ Clear communication skills (translating jargon into actionable guidance). ✅ Laser focus on detail, especially in accuracy-compliance-heavy areas. ✅ Remote-first comfort, with self-ownership and independent work proficiency.
Nice to Have (Big Differentiators):
- Equity/shares expertise (startup or professional contexts).
- Startup/scale-up background (full ecosystem immersion).
- Experience in regulated environments (compliance parallelism).
Equal Opportunity & Inclusion
At Vestd, diversity drives innovation.
- Men apply when 60% of qualifications are met; we encourage all background applications.
- We actively support candidates with unique strengths and are evolving to be befittingly inclusive.
- Need adjustments? Highlight them during the process—we’re here to accommodate every stage.
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UK Work Eligibility: Must reside primarily in the UK.
The Team & Culture
Vestd’s culture evolves around Goal 8 of the UN’s Sustainable Development Goals—decent work and economic growth—both externally and internally.
We foster a:
- Startup-driven mindset: Ambitious, adaptable, growth-forward.
- Collaborative ethos: Enthusiastic about innovation and continuous improvement.
- Supportive team: Regular social events, mentorship, team retreats.
Hardships Mitigated:
- Supportive hygiene (workplace, flexible hours, development initiatives).
- Well-being through private medical, pension scheme, extended leave (25+ days + 1/day per year up to five).
- Monthly recognition rewards and a robust remote setup allowance.
Vestd Benefits Breakdown
(Varies by region but includes typical international norms)
🔹 Workplace Balance:
- Fully remote, with 2 annual in-person gatherings.
- Flexible scheduling (with customer-accessibility alignment).
🔹 Compensation & Equity:
- Base salary + equity (post qualifying period).
🔹 Career Development:
- Quarterly salary increments, training budget, and shadowed enhancing programs.
🔹 Wellbeing & Comfort:
- Annual/conferences retreats (overnight included).
- Monthly recognition cheques + hardware software support.
- Home office stipend, private medical insurance (post-qualifying period).
🔹 Life & Lawful Benefits:
- Competitive annual leave + lunch-break allowance.
- Peer-to-peer peer group pencil aspect (monthly bonuses, socials).
Hiring Journey Overview:
- Apply online → Shortlist (rolling) → 20-min screening → Take-home assignment → 1-hour product fails → 1-hour culture check → 30-min CEO connect.
- All interviews recorded transparently, only hiring teams access, and recordings deleted post-fills. No third-party data sharing.
Why Join Us?
This role suits autonomous self-starters keen to align with Vestd’s mission, while thriving in a dynamic, collaborative environment.
Armed with Vestd’s hardware support, development ethos, and cloudy but purposeful teamlife, you’ll help redefine equity in the business world—shape it responsibly. 🌱
Action Steps:
- Apply via our careers page.
- Got Qs? Engage during phases.
- Set your own ask—we’re all for it.
This job requires desk/table, chair, and reliable UK internet.
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