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Customer Success Associate

1 month, 1 week ago
United Kingdom
Full-time
Junior
Customer Success
Customer and Technical Support
Apply Now
Vestd

Vestd

Vestd is the UK's premier equity management platform, offering seamless share issuance, shareholder management, and cap table viewing with Companies House integration. Simplifying equity distribution for startups, scaleups, and SMEs.

Capital Markets
51-250
Founded 2014
View All Jobs 5

Description

  • Guide founders and their teams through share scheme setup and platform implementation from initial configuration to independent use.
  • Manage a portfolio of Scale customers and provide day-to-day support across the customer lifecycle.
  • Lead onboarding calls and video meetings with founders, CFOs, finance leaders, and other senior stakeholders.
  • Resolve customer queries accurately and within agreed service levels.
  • Set clear expectations, remove blockers, and help customers navigate complex SaaS onboarding processes.
  • Build long-term customer relationships to support retention, trust, and satisfaction.
  • Identify churn risks early and spot opportunities for upgrades, referrals, and additional services.
  • Ensure customer documentation, scheme data, and platform configurations are accurate and compliant before and after launch.
  • Contribute to process improvements, self-serve resources, and better platform adoption.
  • Support the team’s continuous improvement efforts and help reduce cost to serve without lowering support quality.

Requirements

  • At least 2 years of experience in customer onboarding, implementation, or lifecycle management in a SaaS business.
  • Experience supporting or managing complex, multi-stakeholder B2B onboarding or setup processes.
  • Confidence communicating with senior stakeholders, including founders, CFOs, and finance leaders.
  • Strong written and verbal communication skills.
  • Ability to translate complex information into clear, practical guidance.
  • High attention to detail, especially where accuracy and compliance matter.
  • Comfortable working independently in a fully remote environment.
  • Must be primarily UK-based and eligible to work in the UK.
  • Startup or scaleup experience is preferred.
  • Knowledge of shares and share schemes is preferred.
  • Experience working in a remote-first team is preferred.
  • Experience in a regulated or compliance-adjacent environment is preferred.

Benefits

  • Salary up to £34k depending on experience, plus equity.
  • Remote-first working with hybrid working potentially available in future.
  • Flexible environment that supports work/life balance.
  • Equity after the qualifying period.
  • Private medical insurance after the qualifying period.
  • 25 days annual leave plus one extra day per year of service, up to five additional days.
  • Employer pension contribution after the qualifying period.
  • Personal training and development budget.
  • Support with home working equipment and provided hardware/software for the role.

Interested in this position?

Apply directly on the company website

Apply Now

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