Job Specifications
Role: Customer Success Associate - UK
Location: Remote/Hybrid working (UK-based).
We are currently a remote-first organisation, but hybrid working may be an option in the future.
Salary: Up to £34,000 depending on experience, plus equity
Hours: Full-Time 37.5 hours per week
Please note
All communication regarding your application should go through the official application channels or our company careers page. Contacting Vestd employees via email, personal social media, or other informal routes is not appropriate. We also have a zero-tolerance approach to any form of harassment or abuse directed at our team. Candidates who do not respect these boundaries may be disqualified from the recruitment process and, in serious cases, barred from applying in future.
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.
Equality, diversity and inclusion (EDI) at Vestd
At Vestd, we prioritise equality, diversity, and inclusion, so we write about it here rather than at the end of the job advertisement. 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.
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.
Requirements
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.
We're aligning Vestd around a more customer-centric model, and this role plays a key part in delivering that shift. You'll work directly with customers, supporting founders, HR teams etc. as they design, launch and manage share schemes for their teams, and helping them navigate the full range of equity-related challenges as their businesses grow.
This is a customer-facing role with real ownership. You'll build strong, long-term relationships with customers, proactively identifying opportunities to add value, supporting retention, and ensuring customers get the right guidance at the right time. Your work will directly contribute to improving customer outcomes, strengthening engagement, and driving sustainable growth for Vestd.
We're looking for people who are genuinely motivated by Vestd's mission and who are comfortable using modern technologies and tools to work efficiently, solve problems creatively, and continuously improve how we support our customers.
The Primary Responsibilities Of This Role
Supporting the customer to set up the initial scheme and then providing ongoing support throughout the customer life cycle
Providing a best-in-class customer success experience
Understanding core success metrics of the customer and representing those interests to develop and enhance the product continually
Building customer loyalty, driving product adoption 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
Key deliverables for this role
Continual improvement to MRR
Tickets completed and time to serve SLA
Improvements in cost to serve
Reviews, testimonials
Customer retention
Referrals
Upgrades
Essential elements for this role
These are the skills and qualifications we consider essential for this role:
Minimum 3 years experience in a commercial environment
Minimum 1 year in a customer relationship
About the Company
Vestd is the leading sharetech platform for share schemes and business admin.
The FCA-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.
Staff, advisors and consultants can log in to view their shares and model what their cut might look like if the company rises in value. An unrivalled motivator.
Vestd makes share schemes a walk in the park. No wonder 95% say that Vestd has helped improve employee loyalty and 93% ag...
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