Customer Success Associate - UK

Role: Customer Success Associate

Team: SME B

Location: Remote working (UK based) 

Salary: Up to £34,000 per annum depending on experience, plus equity

Hours: Full-Time

About Vestd

Vestd is the UK's leading sharetech platform for share schemes and business admin.

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 helps 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.

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 email recruitment@vestd.com.

The role

We have decided to align the organisation on a more customer centric basis.  To that end, this role is designed to optimise our acquisition and retention of customers in our core SME space. You’ll be working with SMEs, helping founders put in place share schemes for their teams, and helping to solve all their various equity related challenges. 

This is an opportunity to work with customers in our core SME area of the business and drive proactive ownership of the customer, establish long-term relationships and drive added value for the customer, subsequently improving customer retention.

We are looking for individuals who are not only passionate about our mission but also comfortable and confident using cutting-edge technologies and tools to streamline processes, drive innovation, and contribute to the growth of Vestd.

The primary responsibilities of this role

We cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:

• Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle

• Providing a best in class customer success experience.
• Representing the interests of customers to develop and enhance the product continually. 
• Building customer loyalty 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

• 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 management and development role in a complex B2B environment
• Minimum 1 year in a SaaS business
• Attention to detail
• Customer relationship building skills
• Can-do attitude and desire to learn
• Work collaboratively with team members from different departments (sales, product, marketing)
• Interest in making the platform more intuitive and self-serve
• Excellent written and verbal communication skills
• You must be comfortable with working in a fully remote environment

Nice to have

These will help you stand out from the pack:

• Startup/scaleup experience
• Knowledge of shares and share schemes
• Experience working in a remote team

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 100% remote, 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.

Why work at Vestd?

Vestd is a great place to work. Don’t just take our word for it - take a look at the award-winning suite of benefits that you can look forward to as one of our folk:

• 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)

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person.

Our application process

Please note that we will respond to every applicant, but we may only screen some candidates due to the number of applications received.

Our recruitment pipeline has a few stages as we take the time to find someone who is the best fit for the role. We aim to complete the selection process as efficiently as possible, and we are committed to making our candidate experience as inclusive as we can, so please get in touch with us if you require any information or support during the application process or need to ask for any adjustments. 

A typical selection process would be:

• Apply online
• 20-minute screening call
• Task-based assignment
• 45-minute interview with the hiring manager and team member
• 45-minute team cultural interview
• 45-minute interview with the CEO

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