Enterprise Customer Success Specialist

Summary

Join Vestd as an Enterprise Customer Success Specialist and play a pivotal role in shaping the future of our Enterprise customer segment. This remote, UK-based position offers the opportunity to support and manage some of our largest and most complex clients, ensuring their success and retention. You will own and manage these accounts, ensuring our Enterprise customers feel supported and empowered to achieve their goals through Vestd. You'll contribute to shaping Vestd’s future by identifying new areas of opportunity. This role is ideal for someone who thrives on building relationships, solving problems, and driving continuous improvement. The position offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• 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

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

Benefits

• This job is fully remote; however, we have two annual in-person get-togethers, during which attendance is required
• 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 personal 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
• Private medical insurance (after the qualifying period)
• 25 days annual leave plus one extra day per year of service (up to five days)
• Employer contribution pension scheme (after the qualifying period)