Customer Success Associate in London

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

Salary: Up to £34,000 depending on experience, plus equity.

Hours: Full‑Time 37.5 hours per week.

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 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 was founded by Ifty Nasir, who lives and breathes our mission. 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: At Vestd, we prioritise equality, diversity, and inclusion. 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 in your application or throughout the process.

Role: As Vestd continues to grow its customer base of startups and founder‑led businesses, we are expanding our Growth Customer Success team. This role sits at the heart of Vestd’s customer‑centric model and plays a key part in supporting high‑growth companies as they design, launch and evolve their equity strategies. You will work closely with founders, leadership teams and early HR hires, helping them navigate equity for the first time or as their business scales. This role is about combining excellent customer support with commercial awareness, empathy and a genuine interest in how startups grow. You’ll help customers get value from Vestd at critical moments in their journey, building trust, driving adoption and supporting long‑term retention. While this is not a sales role, you will be comfortable having value‑led conversations, spotting opportunities to support customers as they grow, and working closely with colleagues to ensure a seamless experience.

The Primary Responsibilities Of This Role:

• Supporting startup and scaleup customers through onboarding, scheme setup and the early stages of their Vestd journey, ensuring they feel confident and supported from day one.
• Working directly with founders and leadership teams to understand their business context, growth plans and equity‑related challenges, and tailoring support accordingly.
• Providing a high‑quality, responsive customer success experience across tickets, calls and proactive outreach.
• Helping customers adopt Vestd’s platform effectively, encouraging self‑serve where appropriate while knowing when hands‑on support is needed.
• Building trusted relationships with customers, acting as a consistent point of contact during key growth moments such as fundraising, hiring bursts or scheme changes.
• Identifying risks to engagement or retention early and working collaboratively to address them.
• Spotting opportunities to add value through upgrades, referrals or expanded usage, and partnering with the Growth and Equity Consulting teams where needed.
• Developing a strong understanding of equity schemes, fundraising mechanics and the needs of early‑stage businesses, and communicating complex concepts in a clear, human way.
• Feeding customer insights back into Product, Growth and Marketing to help improve Vestd’s offering and customer experience.

Key deliverables for this role:

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

Essential elements for this role:

• Experience working with customers in a B2B, SaaS or professional services environment, ideally supporting growing or founder‑led businesses.
• Comfortable engaging with startup founders, senior leaders or first‑time equity users, with the confidence to ask good questions and build trust.
• Minimum 3 years experience in a commercial environment.
• Strong written and verbal communication skills, with the ability to explain complex or unfamiliar concepts clearly and calmly.
• A customer‑first mindset, combined with commercial awareness and an understanding of how customer outcomes link to retention and growth.
• Highly organised, able to prioritise effectively in a fast‑moving environment.
• Customer relationship‑building skills.
• Curiosity and willingness to develop expertise in equity, share schemes and startup finance over time.
• Work collaboratively with team members from different departments (sales, product, marketing).
• Confident working remotely, managing your own workload and staying connected to a distributed team.

Nice to have:

• Experience working within finance or a regulated environment.
• Startup or scaleup experience, either supporting customers or working within one.
• Knowledge of shares and share schemes.
• Exposure to founders, fundraising processes or early HR operations.
• Experience working with regulated, financial or compliance‑led products.
• An interest in entrepreneurship, business growth or the startup ecosystem.

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: 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. Happy employees make for happy customers, as demonstrated in our five‑star reviews. Vestd’s excellence has also been recognised by The Europas, The Fintech Awards London, The Hustle Awards, TechRound, and BusinessCloud’s Fintech50. This could be the perfect opportunity if you’re an autonomous, self‑driven individual passionate about contributing to a meaningful mission and value being part of a supportive, close‑knit team.

Why work at Vestd? Vestd Is a Great Place To Work. Don’t Just Take Our Word For It - Take a Look At The Award‑winning Suite Of Benefits That You Can Look Forward To As One Of Our Folk:

• This job 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).

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person. As a remote‑first business, we expect any applicant to have a suitable, quiet working space and reliable internet connection.

Our application process: We are accepting rolling applications for this role with no fixed end date - if you are interested in joining the Vestd folk, please apply when you can. We will respond to every applicant, but we may only screen some candidates depending on the number of applications received. Our recruitment pipeline has a few stages, giving you plenty of opportunities to learn about Vestd as we take the time to find someone who is the best fit for the role. 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.

A Typical Selection Process Might Be:

• 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

Please note that we record our interviews. These recordings are only viewed by the hiring team and once a role is filled, all recordings are deleted. We do not share any candidate information with anyone outside of Vestd at any time.

We are excited to receive your application. When a role is filled, we will let all the applicants know to let them know.

Legal: This job is based within the UK. You must be primarily UK‑based and eligible to work in the country.