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.

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:

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)

Customer Success Associate

Key skills