Customer Success Associate

Job Description

Role: Customer Success Associate

Team: Growth

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

As Vestd continues to grow its customer base of startups and founder-led businesses, we are expanding our Growth Customer Success team. This role sits at the heart of Vestd’s customer-centric model and plays a key part in supporting high-growth companies as they design, launch and evolve their equity strategies.

You will work closely with founders, leadership teams and early HR hires, helping them navigate equity for the first time or as their business scales. This role is about combining excellent customer support with commercial awareness, empathy and a genuine interest in how startups grow. You’ll help customers get value from Vestd at critical moments in their journey, building trust, driving adoption and supporting long-term retention.

While this is not a sales role, you will be comfortable having value-led conversations, spotting opportunities to support customers as they grow, and working closely with colleagues to ensure a seamless experience.

The primary responsibilities of this role

• Supporting startup and scaleup customers through onboarding, scheme setup and the early stages of their Vestd journey, ensuring they feel confident and supported from day one
• Working directly with founders and leadership teams to understand their business context, growth plans and equity-related challenges, and tailoring support accordingly
• Providing a high-quality, responsive customer success experience across tickets, calls and proactive outreach
• Helping customers adopt Vestd’s platform effectively, encouraging self-serve where appropriate while knowing when hands-on support is needed
• Building trusted relationships with customers, acting as a consistent point of contact during key growth moments such as fundraising, hiring bursts or scheme changes
• Identifying risks to engagement or retention early and working collaboratively to address them
• Spotting opportunities to add value through upgrades, referrals or expanded usage, and partnering with the Growth and Equity Consulting teams where needed
• Developing a strong understanding of equity schemes, fundraising mechanics and the needs of early-stage businesses, and communicating complex concepts in a clear, human way
• Feeding customer insights back into Product, Growth and Marketing to help improve Vestd’s offering and 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: 

• Experience working with customers in a B2B, SaaS or professional services environment, ideally supporting growing or founder-led businesses
• Comfortable engaging with startup founders, senior leaders or first-time equity users, with the confidence to ask good questions and build trust
• Minimum 3 years experience in a commercial environment
• Strong written and verbal communication skills, with the ability to explain complex or unfamiliar concepts clearly and calmly
• A customer-first mindset, combined with commercial awareness and an understanding of how customer outcomes link to retention and growth
• Highly organised, able to prioritise effectively in a fast-moving environment
• Customer relationship-building skills
• Curiosity and willingness to develop expertise in equity, share schemes and startup finance over time
• Work collaboratively with team members from different departments (sales, product, marketing)
• Confident working remotely, managing your own workload and staying connected to a distributed team

Nice to have

These will help you stand out from the pack:

• Experience working within finance or a regulated environment
• Startup or scaleup experience, either supporting customers or working within one
• Knowledge of shares and share schemes
• Exposure to founders, fundraising processes or early HR operations
• Experience working with regulated, financial or compliance-led products
• An interest in entrepreneurship, business growth or the startup ecosystem

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

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

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.

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 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)

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.

*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.

Our application process

We are accepting rolling applications for this role with no fixed end date - if you are interested in joining the Vestd folk, please apply when you can. We will respond to every applicant, but we may only screen some candidates depending on the number of applications received.

Our recruitment pipeline has a few stages, giving you plenty of opportunities to learn about Vestd 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 might be:

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

Please note that we record our interviews. These recordings are only viewed by the hiring team and once a role is filled, all recordings are deleted. We do not share any candidate information with anyone outside of Vestd at any time.

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.