Remote Customer Success Associate - UK in Cheshire, Sandbach

Role: Customer Success Associate

Reports to: CS Team Lead

Team: Scale

Location: Remote/Hybrid working (UK-based).

Salary: Up to £34k depending on experience, plus equity

Hours: Full-Time

Requirements

The role involves working directly with founders and leadership teams as they design, launch and manage share schemes, guiding them through the commercial and compliance considerations that come with growth. This role sits at the intersection of relationship management and technical product knowledge. You will support customers through a SaaS onboarding process that requires genuinely understanding a complex product: setting expectations, guiding key milestones, removing blockers, and translating detailed platform and equity concepts into guidance that founders, finance leaders and other senior stakeholders can act on with confidence. Beyond onboarding, you will build long-term customer relationships and identify opportunities to add value, support retention and drive Vestd's growth.

What success looks like in year one:

• Managing a portfolio of Scale customers confidently, delivering high-quality onboarding and ongoing support with consistently strong satisfaction scores.
• Customers adopt the platform effectively from the outset, get accurate and timely answers to complex questions, and stay with Vestd because of the relationship you have built.
• Spotting expansion opportunities naturally and helping the team improve its processes over time.

What you’ll own:

• Customer onboarding and implementation: guiding founders and their teams through share scheme setup on the Vestd platform, from initial configuration through to confident, independent use.
• Day-to-day customer success: managing a portfolio of Scale customers, resolving queries accurately and within agreed service levels, and delivering clear guidance on complex equity topics.
• Retention and growth: building long-term customer relationships, identifying churn risks early, and spotting appropriate opportunities for upgrades, referrals and additional services.
• Accuracy and compliance: ensuring customer documentation, scheme data and platform configurations are correct before launch and throughout the customer lifecycle.
• Continuous improvement: contributing to better processes, self-serve resources and platform adoption, reducing the cost to serve without reducing the quality of support.

Essential elements for this role:

• A SaaS background is required. You have worked in a software business and understand how to onboard customers onto a product that needs configuration or guided setup.
• At least 2 years of experience supporting customer onboarding, implementation or lifecycle management in a SaaS business, ideally where the product requires configuration or guided setup.
• Ability to understand and explain complex products.
• Confidence communicating with senior stakeholders: founders, CFOs and finance leaders, on topics that are detailed, commercially important or unfamiliar to the customer.
• Strong written and verbal communication skills, with the ability to translate complex information into clear, practical guidance.
• High attention to detail, particularly where accuracy and compliance matter.
• Comfortable working independently in a fully remote environment.

Nice to have:

• Finance or legal background (e.g. professional services, company secretarial, tax).
• Startup/scale-up experience.
• Knowledge of shares and share schemes.
• Experience working in a remote-first team.
• Experience in a regulated or compliance-adjacent environment.

Benefits:

• This job is remote-first, although attendance is required twice yearly at our in-person get-togethers.
• A flexible environment to help you achieve the best work/life balance.
• Equity, of course! (After the qualifying period).
• Monthly recognition scheme, where we celebrate our folk.
• Support with home working equipment.
• A personal training and development budget to keep your career and professional growth on track.
• Private medical insurance (after the qualifying period).
• Team retreats are held twice a year.
• Great team ethos, connect through regular team and company socials.
• 25 days annual leave plus one extra day per year of service (up to five days).
• Employer contribution pension scheme (after the qualifying period).

Culture fit:

• Thrives in a startup environment, ready to tackle diverse challenges with enthusiasm.
• Adaptable - open to taking on responsibilities beyond the defined role as needed.
• Passionate about contributing to a culture of innovation, collaboration, and continuous improvement.
• Embraces technology to improve processes and drive efficiency.

Equality, diversity and inclusion (EDI) at Vestd: At Vestd, we’re committed to building a respectful, inclusive, and diverse team. We want to be open about our EDI efforts and encourage applications from candidates with unique strengths and experiences.