Customer Success Associate

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Customer onboarding and implementation: assisting founders and their teams in setting up share schemes on the Vestd platform, from initial configuration to achieving confident, independent usage.

• Day-to-day customer success: overseeing a portfolio of Scale customers, addressing queries accurately within agreed service levels, and providing clear guidance on intricate equity matters.

• Retention and growth: fostering long-term customer relationships, identifying churn risks proactively, and recognizing suitable opportunities for upgrades, referrals, and additional services.

• Accuracy and compliance: ensuring that customer documentation, scheme data, and platform configurations are accurate prior to launch and throughout the entire customer lifecycle.

• Continuous improvement: contributing to enhanced processes, self-service resources, and platform adoption, thereby reducing the cost to serve without compromising the quality of support.

⛳️ Requirements

• A minimum of 2 years of experience in supporting customer onboarding, implementation, or lifecycle management within a SaaS environment, preferably where the product necessitates configuration or guided setup.

• Experience in supporting or managing complex, multi-stakeholder B2B onboarding or setup processes.

• Confidence in communicating with senior stakeholders, including founders, CFOs, and finance leaders, on subjects that are detailed, commercially significant, or unfamiliar to the customer.

• Strong written and verbal communication abilities, with a knack for translating complex information into clear, actionable guidance.

• Exceptional attention to detail, especially where precision and compliance are critical.

• Ability to work independently in a fully remote setting.

• Excellent written and verbal communication skills.

• Must be comfortable working in a fully remote environment.

🏝️ Benefits

• This position is remote-first, although attendance is required twice a year at our in-person gatherings.

• A flexible environment designed to help you achieve the optimal work/life balance.

• Equity opportunities, of course! (Following the qualifying period)

• Monthly recognition program where we celebrate our team members.

• Support for home working equipment*

• A personal training and development budget to ensure your career and professional growth stays on track.

• Private medical insurance (after the qualifying period).

• Team retreats held biannually, which may include an overnight stay and focus on fun and team bonding.

• A strong team ethos, connecting through regular team and company social events.

• 25 days of annual leave plus an additional day for each year of service (up to five days).

• Employer contribution pension scheme (after the qualifying period).