Customer Success Associate, Vestd Services Limited

• 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
• 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
• 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

Desirable

• Reports to: CS Team Lead
• 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
• 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 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
• 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
• As a remote-first business, we expect anyone applying for a job to have a suitable, quiet working space. You must have an appropriate desk/table and chair, with a reliable internet connection
• 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
• 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

• 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