At a Glance
- Tasks: Support customers in onboarding and managing share schemes using innovative tech.
- Company: Join Vestd, a leading sharetech platform with a mission for equity management.
- Benefits: Enjoy remote work, flexible hours, equity options, and personal development budgets.
- Other info: Be part of a diverse team committed to innovation and continuous improvement.
- Why this job: Make a real impact by helping businesses grow through effective customer relationships.
- Qualifications: Experience in SaaS customer support and strong communication skills required.
The predicted salary is between 30600 - 37400 £ per year.
Role: Customer Success Associate
Reports to: CS Team Lead
Team: Scale
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
Requirements
The role
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.
What success looks like in year one
You're 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've built. You're 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.
What we’re looking for
Essential elements for this role
A SaaS background is required. 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. Ability to understand and explain complex products. You can get to grips with a detailed, technical or unfamiliar topic quickly and turn it into clear, practical guidance a non-expert can act on with confidence. At least 2 years' experience supporting customer onboarding, implementation or lifecycle management, ideally on complex, multi-stakeholder B2B accounts. 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
These will help you stand out from the pack: 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
Why work at Vestd? Vestd is a great place to work. There are a range of benefits that you can look forward to as one of our folk (benefits vary depending on location): 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).
Culture fit
What makes Vestd folk collaborative, adaptable, and eager to grow? 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. 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. 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.
Locations
Remote Customer Success Associate - UK in Devon, Honiton employer: Vestd
At Vestd, we pride ourselves on being a remote-first organisation that champions flexibility and work-life balance, making it an excellent employer for those seeking meaningful and rewarding employment. Our commitment to employee growth is evident through our personal training budgets, monthly recognition schemes, and a supportive team culture that celebrates diversity and inclusion. With a focus on innovation and collaboration, Vestd offers a unique opportunity to contribute to a mission-driven company while enjoying the autonomy and benefits of a modern workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Success Associate - UK in Devon, Honiton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vestd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vestd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Success Associate - UK in Devon, Honiton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vestd:Your cover letter is your chance to shine! Tell us why you want to work at Vestd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vestd!
How to prepare for a job interview at Vestd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
