Customer Success Associate

About the role

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. 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 informa

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