Customer Success Associate

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

📋 Description

• Assist founders and their teams in establishing share schemes on the Vestd platform, guiding them from initial setup to independent operation.

• Oversee a portfolio of Scale customers, delivering daily customer success support.

• Address customer inquiries accurately within established service level agreements.

• Clarify intricate equity matters and offer straightforward guidance to founders, CFOs, finance leaders, and other key stakeholders.

• Cultivate long-term relationships with customers while identifying potential churn risks.

• Discover opportunities for upgrades, referrals, and additional services.

• Ensure that customer documentation, scheme data, and platform configurations are precise and compliant.

• Contribute to enhancing processes, self-service resources, and platform adoption.

• Assist in reducing service costs while upholding quality support.

⛳️ Requirements

• A background in SaaS is essential; experience in a software business and onboarding customers onto a configurable or guided-setup product is required.

• A minimum of 2 years of experience in supporting customer onboarding, implementation, or lifecycle management within a SaaS environment.

• Preferably, at least 2 years of experience aiding complex, multi-stakeholder B2B accounts.

• Capability to comprehend and articulate complex, technical, or unfamiliar products.

• Confidence in communicating with founders, CFOs, and finance leaders.

• Excellent written and verbal communication abilities.

• Proficiency in translating intricate information into clear, actionable guidance.

• Strong attention to detail, particularly where accuracy and compliance are critical.

• Ability to work independently in a fully remote setting.

• Must be primarily based in the UK and eligible to work in the United Kingdom.

• A finance or legal background, experience in startups or scale-ups, knowledge of shares and share schemes, remote-first team experience, and familiarity with regulated or compliance-related environments are advantageous.

🏝️ Benefits

• Remote-first work culture with mandatory attendance at in-person gatherings twice a year.

• Flexible working environment that promotes work/life balance.

• Equity offered after the qualifying period.

• Monthly recognition program.

• Support provided for home working equipment.

• Personal training and development budget available.

• Private medical insurance available after the qualifying period.

• Team retreats held twice a year, potentially including an overnight stay.

• Regular social events for the team and company.

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

• Employer-contributed pension scheme available after the qualifying period.

• Necessary hardware and software provided for the role.