Customer Success Associate - UK

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 £34,000 depending on experience, plus equity.

Hours: Full-Time 37.5 hours per week.

Important Information: All communication regarding your application should go through the official application channels or our company careers page. Contacting Vestd employees via email, personal social media, or other informal routes is not appropriate. We also have a zero-tolerance approach to any form of harassment or abuse directed at our team. Candidates who do not respect these boundaries may be disqualified from the recruitment process and, in serious cases, barred from applying in future.

About Vestd: Vestd is a leading sharetech platform for equity management – share schemes, fund raising, company secretarial and much more. Our regulated platform makes light work of all of the most popular tax‑efficient share scheme types, empowering businesses to attract and retain their talent. Our powerful software also helps investors and founders seeking investment. Vestd was founded by Ifty Nasir. 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. Vestd is also a B Corp‑certified company, which means we’re committed to balancing profit with purpose. We care about our people, our customers, and the wider world – and we hold ourselves to the highest social and environmental standards.

Equality, Diversity and Inclusion (EDI): At Vestd, we prioritise equality, diversity, and inclusion, so we write about it here rather than at the end of the job advertisement. We’re committed to building a respectful, inclusive, and diverse team. Trust is one of our core values; with that comes a commitment to fairness and transparency. We want to be open about our EDI efforts. 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. That’s why we encourage applications from candidates with unique strengths and experiences. If you need any adjustments or support with your application, please let us know.

Requirements: 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. We’re aligning Vestd around a more customer‑centric model, and this role plays a key part in delivering that shift. This is a customer‑facing role with real ownership. You’ll work directly with customers, supporting founders, HR teams, etc. as they design, launch and manage share schemes for their teams, and help them navigate the full range of equity‑related challenges as their businesses grow.

The Primary Responsibilities Of This Role:

• Supporting the customer to set up the initial scheme and then providing ongoing support throughout the customer life cycle.
• Providing a best‑in‑class customer success experience.
• Understanding core success metrics of the customer and representing those interests to develop and enhance the product continually.
• Building customer loyalty, driving product adoption and reducing churn.
• Proactively keeping customers engaged and growing MRR via upgrades and referrals.
• Responding to customer queries promptly.
• Developing specialist knowledge within the segment and taking ownership of specific areas.
• Continuously iterating processes to improve the customer experience.

Key Deliverables for this Role:

• Continual improvement to MRR.
• Tickets completed and time to serve SLA.
• Improvements in cost to serve.
• Reviews and testimonials.
• Customer retention.
• Referrals.
• Upgrades.

Essential Elements for this Role:

• Minimum 3 years experience in a commercial environment.
• Minimum 1 year in a customer relationship management and development role in a complex B2B environment with a proven track record of driving success for the customer.
• Minimum 1 year in a SaaS business.
• Attention to detail.
• Customer relationship‑building skills.
• Can‑do attitude and desire to learn.
• Work collaboratively with team members from different departments (sales, product, marketing).
• Interest in making the platform more intuitive and self‑serve.
• Excellent written and verbal communication skills.
• Comfortable with working in a fully remote environment.

Nice To Have:

• Experience working within finance or a regulated environment.
• Startup/scale‑up experience.
• Knowledge of shares and share schemes.
• Experience working in a remote‑first team.

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.

Benefits – What you can expect:

• 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. They can include an overnight stay and focus on fun and team cohesion.
• 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).

Application Process:

• Apply online.
• 20‑minute screening call.
• 45‑minute interview with the hiring manager and team member.
• Task‑based assignment.
• 45‑minute team cultural interview.
• 30‑minute interview with the CEO.

When a role is filled, we will let all the applicants know. This job is based within the UK. You must be primarily UK‑based and eligible to work in the country.

Seniority Level: Mid‑Senior level

Employment Type: Full‑time

Job Function: Management and Manufacturing

Industries: Technology, Information and Internet