Customer Success Associate

The role

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.

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.

About Vestd

Vestd is a leading sharetech platform for equity management - shares schemes, fund raising, company secretarial and much more.

Our regulated platform makes light work of all of the most popular and tax-efficient share scheme types, empowering businesses to attract and retain their talent. Our powerful software also helps investors, and founders seeking investment.

Vestd was founded by Ifty Nasir, who lives and breathes our mission. Vestd’s big moonshot aim is to see one billion people worldwide invested in the companies they work hard to grow by 2030. We are all about inclusion and fairness for our customers and our team.

Vestd is also a B Corp-certified company, which means we’re committed to balancing profit with purpose. We care about our people, our customers, and the wider world – and we hold ourselves to the highest social and environmental standards.

If you’d like to learn more about Vestd, check out this short video from our founder, Ifty.

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.

What you’ll own

• 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 we’re looking for

Essential elements for this role

We cannot provide an exhaustive list of duties; additional duties may arise, but these will be core elements of this role.

• 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

Nice to have

These will help you stand out from the pack:

• Finance or legal background (e.g. professional services, company secretarial, tax)
• Startup/scale-up experience
• Knowledge of shares and share schemes
• Experience working in a remote-first team
• Experience in a regulated or compliance-adjacent environment

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.

Benefits

Why work at Vestd?

Vestd is a great place to work. There are a range of benefits that you can look forward to as one of our folk (benefits vary depending on location):

• This job is remote-first, 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 (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)

*At Vestd we provide our folk with the hardware and software required to support them in their role. 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.

Culture fit

What makes Vestd folk collaborative, adaptable, and eager to grow?

• 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

What you can expect

Our culture is our backbone (BreatheHR named us one of the ‘Top 3 Companies in the UK for Company Culture’), and we take team happiness seriously.

Vestd strives to be as principled as possible. We’re all about Goal 8 of the United Nations ‘Sustainable Development Goals. This goal is about ‘Decent work and economic growth,’ and we consider it both with our external activities and internal workings.

We’ll do everything we can to help you grow in your role. In return, you’ll want to learn all about our industry and do all you can to help us continue leading it.

Vestd is remote-first, so in return for your commitment, diligence, and productivity, you’ll have a lot of autonomy during your working day. Some roles demand office hours (to fit our customers’ schedules), but we are committed to offering flexibility where possible.

Happy employees make for happy customers, as demonstrated in our five-star reviews. Vestd’s excellence has also been recognised by The Europas, The Fintech Awards London, The Hustle Awards, TechRound, and BusinessCloud’s Fintech50.

See more about our awards here.

This could be the perfect opportunity if you’re an autonomous, self-driven individual passionate about contributing to a meaningful mission and value being part of a supportive, close-knit team.

Equality, diversity and inclusion (EDI) at Vestd

At Vestd, we’re committed to building a respectful, inclusive, and diverse team. Trust is one of our core values; with that comes a commitment to fairness and transparency. We want to be open about our EDI efforts.

We wish to recruit people who are passionate about working in a diverse environment and who will support us to ensure that all colleagues are supported and included while working with us.

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.

If you need any adjustments or support with your application, please let us know in your application or throughout the process.

We are excited to receive your application.

When a role is filled, we will let all the applicants know to let them know.

This job is based within the UK. You must be primarily UK-based and eligible to work in the country.