Customer Success Associate

Job Description

Role: Customer Success Associate

Reports to: CS Team Lead

Team: Scale

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 £34k depending on experience, plus equity

Hours: Full-Time

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. 

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.

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.

A significant part of the role is supporting customers through a complex SaaS onboarding process: setting clear expectations, guiding them through key milestones, removing blockers, and ensuring they feel genuinely confident using the platform. You'll lead video calls with founders, finance leaders and other senior contacts, building trust through clear communication and accuracy. Beyond onboarding, you'll build and manage long-term customer relationships, proactively identifying opportunities to add value, support retention, and contribute to 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. Your customers feel genuinely looked after: they're adopting the platform effectively from the outset, their queries are resolved accurately and on time, and they're staying with Vestd because of the relationship you've built. You're identifying expansion opportunities naturally, and you're contributing to how the team improves 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.

• 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
• Experience supporting or managing complex, multi-stakeholder B2B onboarding or setup processes
• Confidence communicating with senior stakeholders, including 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
• 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-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.

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
• Short take-home task — (we'll tell you what this involves upfront)
• 45-minute skills based interview with the hiring manager and team member
• 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.

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)

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.

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.

Internal job ref. CSA-UK-JUN-2026