Enterprise Customer Success Specialist, Vestd

• Are you passionate about creating extraordinary customer experiences and driving business growth
• At least two years of experience in account management, with a track record of driving retention and customer satisfaction
• Proven ability to manage and own complex Enterprise-level customer accounts
• A proactive approach to understanding customer needs and identifying opportunities for growth
• Ability to prioritise and balance demands in a dynamic, fast-paced environment
• Strong relationship-building skills and a customer-centric mindset
• Proficient IT skills
• You must be comfortable with working in a fully remote environment

Desirable

• Join us at Vestd as an Enterprise Customer Success Specialist, where you’ll play a pivotal role in shaping the future of our Enterprise customer segment
• You'll not only support and manage some of our biggest and most complex customers, but you’ll also take responsibility for their success and retention
• By owning and managing these accounts, you’ll ensure our Enterprise customers feel supported and empowered to achieve their goals through Vestd
• You’ll also contribute to shaping Vestd’s future, by identifying new areas of opportunity for the company, to help us develop and refine products that keep us ahead of the curve in this dynamic space
• This is a unique role at the cutting edge of our growth journey – perfect for someone who thrives on building relationships, solving problems, and driving continuous improvement
• We cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:
• Deliver best-in-class customer success to support, retain, and grow key Enterprise accounts
• Manage and own customer accounts by developing deep relationships and acting as the primary point of contact for their needs and goals
• Optimise Net MRR Growth by identifying and executing short, medium, and long-term strategies
• Proactively drive retention by anticipating customer needs, addressing potential concerns, and finding opportunities to deliver additional value
• Promote a customer-first culture within the team by actively seeking and sharing insights into what drives retention and satisfaction
• Key Deliverables & Success Metrics:
• Collaborate with the Enterprise BU Lead to deeply understand the needs of Enterprise customers and maximise opportunities to acquire, retain, and grow these relationships
• Customer Reviews: Achieving best-in-class customer success, as measured by ratings on platforms like G2, Capterra, and Google
• Drive continuous improvement in customer experience and team efficiency by identifying and implementing innovative ideas and processes
• Net MRR Growth Metrics: Continuous improvement across metrics such as re-activations, upgrades, downgrades, and churn
• Champion customer delight throughout the lifecycle by ensuring seamless, value-driven interactions at every stage
• Customer Retention: Building strong relationships to ensure high satisfaction and retention rates for Enterprise accounts
• Process Improvements: Implementing measurable improvements in customer experience and team efficiency
• Reports to: Enterprise Lead

• Our application process has a few stages as we aim to find someone who is the best fit for the role. We are committed to making our process as inclusive as possible, so please contact us if you require any information or support during the application process or need to ask for any adjustments
• Apply online
• 20-minute screening call
• Task-based assignment
• 45-minute interview with the hiring manager and team member
• 45-minute team cultural interview
• 45-minute interview with the CEO
• Please let us know if you need any adjustments or support applying for this role. We are excited to receive your application