Remote Customer Success Representative in Cornwall

Role: Customer Success Associate Location: Remote/Hybrid working (UK-based). We are currently a remote-first organisation, but hybrid working may be an option in the future. Salary: Up to £34k depending on experience, plus equity Hours: Full-Time We are looking for individuals who are not only passionate about our mission but also comfortable and confident using cutting-edge technologies and AI tools to streamline processes, drive innovation, and contribute to the growth of Vestd. As a Customer Success Associate on the Scale team, you'll work 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'll 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'll build long-term customer relationships and identify opportunities to add value, support retention and drive Vestd's growth. Vestd is a leading sharetech platform for equity management - shares schemes, fund raising, company secretarial and much more. Our regulated platform makes light work of all of the most popular and tax-efficient share scheme types, empowering businesses to attract and retain their talent. Our powerful software also helps investors, and founders seeking investment. Vestd’s big moonshot aim is to see one billion people worldwide invested in the companies they work hard to grow by 2030. We are all about inclusion and fairness for our customers and our team. We care about our people, our customers, and the wider world – and we hold ourselves to the highest social and environmental standards. If you’d like to learn more about Vestd, check out this short video from our founder, Ifty. You're managing a portfolio of Scale customers confidently, delivering high-quality onboarding and ongoing support with consistently strong satisfaction scores. You're spotting expansion opportunities naturally and helping the team improve its processes over time. 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. You've worked in a software business and understand how to onboard customers onto a product that needs configuration or guided setup, this is a must-have for this role.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 At least 2 years' experience supporting customer onboarding, implementation or lifecycle management, ideally on complex, multi-stakeholder B2B accounts Comfortable working independently in a fully remote environment These will help you stand out from the pack: Finance or legal background (e.g. professional services, company secretarial, tax) Knowledge of shares and share schemes Experience working in a remote-first team We aim to complete the selection process as efficiently as possible, and we are committed to making our candidate experience as inclusive as we can, so please get in touch with us if you require any information or support during the application process or need to ask for any adjustments. Apply online ~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 ~ 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) ~ They can include an overnight stay and focus on fun and team cohesion ~ 25 days annual leave plus one extra day per year of service (up to five days) ~ Employer contribution pension scheme (after the qualifying period) At Vestd we provide our folk with the hardware and software required to support them in their role. As a remote-first business, we expect anyone applying for a job to have a suitable, quiet working space. Our culture is our backbone (BreatheHR named us one of the ‘Top 3 Companies in the UK for Company Culture’), and we take team happiness seriously. We’ll do everything we can to help you grow in your role. In return, you’ll want to learn all about our industry and do all you can to help us continue leading it. Vestd is remote-first, so in return for your commitment, diligence, and productivity, you’ll have a lot of autonomy during your working day. Some roles demand office hours (to fit our customers’ schedules), but we are committed to offering flexibility where possible. Equality, diversity and inclusion (EDI) at Vestd At Vestd, we’re committed to building a respectful, inclusive, and diverse team. We wish to recruit people who are passionate about working in a diverse environment and who will support us to ensure that all colleagues are supported and included while working with us. Research shows that while men are likely to apply when they meet 60% of a job’s requirements, women and individuals from underrepresented groups often apply only when they meet every criterion. We understand the value of transferable skills and the unique perspectives that diversity brings. If you need any adjustments or support with your application, please let us know in your application or throughout the process.