Customer Success Associate, Vestd Services Limited

• We cannot provide an exhaustive list of duties; additional duties may arise, but these will be core elements of 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
• Experience supporting or managing complex, multi-stakeholder B2B onboarding or setup processes
• Confidence communicating with senior stakeholders, including 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
• Excellent written and verbal communication skills
• You must be comfortable with working in a fully remote environment

Desirable

• Reports to: CS Team Lead
• Location: Remote/Hybrid working (UK-based)
• We are currently a remote-first organisation, but hybrid working may be an option in the future
• 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
• A significant part of the role is supporting customers through a complex SaaS onboarding process: setting clear expectations, guiding them through key milestones, removing blockers, and ensuring they feel genuinely confident using the platform
• You'll lead video calls with founders, finance leaders and other senior contacts, building trust through clear communication and accuracy
• Beyond onboarding, you'll build and manage long-term customer relationships, proactively identifying opportunities to add value, support retention, and contribute to 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. Your customers feel genuinely looked after: they're adopting the platform effectively from the outset, their queries are resolved accurately and on time, and they're staying with Vestd because of the relationship you've built. You're identifying expansion opportunities naturally, and you're contributing to how the team improves 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
• While the above describes the core responsibilities, this role may from time to time involve tasks beyond this list — as needed to respond to evolving business needs

• 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
• Short take-home task — (we'll tell you what this involves upfront)
• 45-minute skills based interview with the hiring manager and team member
• 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