Customer Success Associate - UK in London

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

Please note: 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 - 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 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, 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 in your application or throughout the process.

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. We’re aligning Vestd around a more customer-centric model, and this role plays a key part in delivering that shift. You’ll work directly with customers, supporting founders, HR teams etc. as they design, launch and manage share schemes for their teams, and helping them navigate the full range of equity-related challenges as their businesses grow. This is a customer-facing role with real ownership. You’ll build strong, long-term relationships with customers, proactively identifying opportunities to add value, supporting retention, and ensuring customers get the right guidance at the right time. Your work will directly contribute to improving customer outcomes, strengthening engagement, and driving sustainable growth for Vestd. We’re looking for people who are genuinely motivated by Vestd’s mission and who are comfortable using modern technologies and tools to work efficiently, solve problems creatively, and continuously improve how we support our customers.

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, testimonials
• Customer retention
• Referrals
• Upgrades

Essential elements for this role: These are the skills and qualifications we consider essential 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
• You must be comfortable with working in a fully remote environment

Nice to have: These will help you stand out from the pack:

• Experience working within finance or a regulated environment
• Startup/scaleup experience
• Knowledge of shares and share schemes
• Experience working in a remote-first team

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

What you can expect: 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. Vestd strives to be as principled as possible. We’re all about Goal 8 of the United Nations ‘Sustainable Development Goals’. This goal is about ‘Decent work and economic growth,’ and we consider it both with our external activities and internal workings. 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. 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.

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

We are excited to receive your application. When a role is filled, we will let all the applicants know to let them know. This job is based within the UK. You must be primarily UK-based and eligible to work in the country.