Customer Success Associate

Summary

Join Vestd, the UK's leading sharetech platform, as a Customer Success Associate! This remote, full-time role focuses on optimizing customer acquisition and retention within the SME sector. You will work directly with SMEs, assisting them with share schemes and equity-related challenges. The position requires strong customer relationship skills, experience in a SaaS environment, and a passion for driving customer success. Vestd offers a competitive salary, equity, and a comprehensive benefits package, including remote work flexibility, professional development opportunities, and a supportive team culture. This is a chance to contribute to a growing company with a meaningful mission and make a real impact.

Requirements

• Minimum 3 years experience in a commercial environment
• Minimum 1 year in a customer relationship management and development role in a complex B2B environment
• 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

Responsibilities

• Support the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
• Provide a best in class customer success experience
• Represent the interests of customers to develop and enhance the product continually
• Building customer loyalty 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

Preferred Qualifications

• Startup/scaleup experience
• Knowledge of shares and share schemes
• Experience working in a remote team
• 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

• This job is fully remote, 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 with Aviva (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)