Customer Success Associate

Customer Success Associate

Salary: £30k-£34k plus benefits and equity

Location: UK-based, remote

About Vestd

Vestd is the UK’s first and most advanced share scheme platform, designed to help businesses harness the power of equity. It was founded by Ifty Nasir, who is passionate about ensuring employees of SMEs have the same access to share schemes as those within larger organisations. Vestd provides a simple, FCA-compliant, and digital-first way to distribute equity. 

Our mission is to empower business founders to unlock growth by sharing ownership with their teams, helping them attract, reward, and retain top talent. Using our equity expertise, we help businesses prepare for investment and help investors manage all their holdings in one place.

If you’d like to learn more about Vestd, check out this short video from our founder, Ifty.

Equality, diversity and inclusion (EDI) at Vestd 

At Vestd, we prioritise equality, diversity, and inclusion, so we write about it here rather than at the end of the job advertisement. 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.

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 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 email [email protected].

Job summary
 

We have decided to align the organisation on a more customer centric basis.  To that end, this role is designed to optimise our acquisition and retention of customers in our core SME space. You’ll be working with SMEs, helping founders put in place share schemes for their teams, and helping to solve all their various equity related challenges. 

This is an opportunity to work with customers in our core SME area of the business and drive proactive ownership of the customer, establish long term relationships and drive added value for the customer, subsequently reducing churn.

Requirements

Overall job responsibilities:  

• Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle
• Providing best in class customer success.
• Representing the interests of customers with a view to continually developing and enhancing the product. 
• Building customer loyalty and reducing churn.
• Proactively keeping customers engaged and growing MRR via upgrades and referrals.
• Responding to customer queries in a timely manner.
• Developing specialist knowledge within segment and taking ownership over specific areas
• Continuously iterating processes to improve the customer experience.

Key deliverables and how measured

• Continual improvement to MRR
• Tickets completed and time to serve SLA
• Improvements in cost to serve
• Reviews, testimonials
• Customer retention
• Referrals
• Upgrades

Skills & knowledge:

• Demonstrable strong interpersonal skills, and ability to influence others
• Continuous learning orientated 
• Able to balance priorities and meet personal and business targets within a fluctuating and demanding environment.
• Sound IT skills

Essential elements for this role

These are the skills and qualifications we consider important for this role:

• Minimum 3 years experience in a commercial environment
• Minimum 1 year in a customer relationship management and development role in a complex B2B environment
• Minimum 1 year in a SaaS business
• Attention to detail
• Customer relationship building skills
• Can-do attitude and desire to learn
• Work collaboratively with team members from different departments (sales, product, marketing)
• Interest in making the platform more intuitive and self-serve

Nice to have

These will help you stand out from the pack:

• Knowledge and/or experience of investment raising process
• Entrepreneurial mindset
• Interest in product development

This job description is not meant to be exhaustive. It describes the main duties and responsibilities of the role. It may be subject to change in the light of developing organisational and service needs, and any changes will be discussed with the role holder. 

Benefits

What you can expect

As the UK’s first and most advanced equity management platform, Vestd is an innovative company, always looking for ways to break new ground.

Our culture is our backbone (we were named in the ‘Top 3 Companies in the Country for Company Culture’ by BreatheHR) 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 that both in relation to our external activities and in relation to our internal workings.

We expect every team member to consider how they can be part of our push to see a world in which 1bn people are enrolled on a share scheme.

We’ll do everything we can to help you grow in your role and in return, you’ll want to learn all about our industry, so that you can help us to continue leading it.

Vestd is 100% remote so you’ll have a lot of freedom around your working day. Some roles do demand office hours (to fit with our customers’ schedules) but we are committed to being flexible where possible.

Happy employees make for happy customers and that’s 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.

So if you’re an autonomous and self-driven individual who likes the idea of being part of a mission and you like the idea of joining a close-knit team, we’ll be a great fit.

Why work for Vestd?

Vestd’s a great place to work. Don’t just take our word for it - take a look at our award-winning suite of benefits that you can look forward to as one of our folk:

• 100% remote, no commuting!
• A flexible working environment to help you achieve the best work/life balance. 
• Equity of course!
• Team retreats twice a year, which includes an overnight stay and a big focus on fun and team cohesion.
• A personal training and personal development budget to keep your career and professional growth on track.
• Great team ethos, connect through regular team and company socials.
• Support with home working equipment
• Monthly recognition scheme, where we celebrate our folk.

We’re looking for somebody with initiative who can see both the business and their own growth path. It is a great time to join our team and this is a superb role for the right person.

Our typical application process:

• Apply online
• 10-minute screening call
• Task-based assignment
• 45-minute interview with hiring manager and team member
• 30-minute team cultural interview
• 30-minute interview with CEO

We’re striving to build a diverse team and welcome applicants from all backgrounds to apply. We believe that unique differences are what makes a strong team and are actively committed to building an inclusive work environment.

This job is fully remote, within the UK. You will need to be primarily UK-based and eligible to work in the country.