Customer Success Specialist

Summary

Join Vestd, the UK's leading sharetech platform, as a Customer Success Specialist! This remote, full-time role offers a competitive salary (up to £34,000) plus equity. You will be responsible for managing enterprise accounts, driving customer retention and growth, and collaborating with the team to improve customer experience. Success in this role involves achieving best-in-class customer success ratings, improving Net MRR growth metrics, and implementing process improvements. The ideal candidate possesses at least two years of account management experience, strong relationship-building skills, and excellent communication skills. Vestd offers a supportive and flexible work environment with various benefits, including remote work, flexible hours, equity, a personal training and development budget, private medical insurance, and more.

Requirements

• At least two years of experience in account management, with a track record of driving retention and customer satisfaction
• 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
• Excellent written and verbal communication skills

Responsibilities

• 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
• Collaborate with the Enterprise BU Lead to deeply understand the needs of Enterprise customers and maximise opportunities to acquire, retain, and grow these relationships
• Drive continuous improvement in customer experience and team efficiency by identifying and implementing innovative ideas and processes
• Champion customer delight throughout the lifecycle by ensuring seamless, value-driven interactions at every stage

Preferred Qualifications

• Experience working in startups or rapidly growing teams, especially in environments where change is frequent and adaptability is vital
• History of identifying opportunities for improvement, suggesting innovative ideas, and driving meaningful change
• Comfortable navigating ambiguity and supporting evolving team processes
• Experience in remote working or supporting distributed teams
• Proven ability to build strong relationships in a fast-growing department or company
• Familiarity or desire to leverage AI tools and technologies to improve efficiency, streamline workflows, and enhance customer success processes
• Proven ability to manage and own complex Enterprise-level customer accounts
• Knowledge of shares and share schemes

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)