Customer Success Associate - UK

Vestd Services Limited; Greater London; Remote; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Equity

Remote-first culture

Job summary

Vestd Services Limited is hiring a Customer Success Associate for the Scale team. The role focuses on onboarding, guiding founders through Vestd’s equity platform and managing ongoing customer success in a remote-first, UK-based environment.

You’ll work directly with founders and leadership to ensure smooth onboarding and sustained value. You will build strong relationships, adapt guidance to complex equity topics, and drive retention and growth while maintaining high standards of accuracy and

Qualifications

• SaaS background and product onboarding experience are essential.
• Ability to explain complex products to non-experts.
• Experience communicating with founders, CFOs and finance leaders.
• Strong written and verbal communication skills.
• High attention to detail, especially for compliance matters.
• Comfortable working independently in a fully remote environment.

Responsibilities

• Onboard and implement customers through the Vestd platform.
• Manage day-to-day success for a portfolio of Scale customers; resolve queries and provide guidance on equity topics.
• Identify churn risks early and spot opportunities for upgrades or referrals.
• Ensure accuracy and compliance of documentation and configurations before launch.
• Contribute to better processes and self-serve resources to reduce cost to serve.

Skills

SaaS background

Onboarding experience

Explain complex products

Senior stakeholder communication

Written and verbal communication

Attention to detail

Remote work

Job description

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.

Requirements

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.

This role sits at the intersection of relationship management and technical product knowledge. You'll support customers through a SaaS onboarding process that requires genuinely understanding a complex product: setting expectations, guiding key milestones, removing blockers, and translating detailed platform and equity concepts into guidance that founders, finance leaders and other senior stakeholders can act on with confidence. Beyond onboarding, you'll build long-term customer relationships and identify opportunities to add value, support retention and drive 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. Customers adopt the platform effectively from the outset, get accurate and timely answers to complex questions, and stay with Vestd because of the relationship you've built. You're spotting expansion opportunities naturally and helping the team improve 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.

• A SaaS background is required. You've worked in a software business and understand how to onboard customers onto a product that needs configuration or guided setup, this is a must-have for 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
• Ability to understand and explain complex products. You can get to grips with a detailed, technical or unfamiliar topic quickly and turn it into clear, practical guidance a non-expert can act on with confidence.
• At least 2 years' experience supporting customer onboarding, implementation or lifecycle management, ideally on complex, multi-stakeholder B2B accounts
• Confidence communicating with senior stakeholders: 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

Nice to have

These will help you stand out from the pack:

• Finance or legal background (e.g. professional services, company secretarial, tax)
• Startup/scale-up experience
• Knowledge of shares and share schemes
• Experience working in a remote-first team
• Experience in a regulated or compliance-adjacent environment

While the above describes the core responsibilities, this role may from time to time involve tasks beyond this list — as needed to respond to evolving business needs.

Our application process

Our recruitment pipeline has a few stages, giving you plenty of opportunities to learn about Vestd as we take the time to find someone who is the best fit for the role.

We aim to complete the selection process as efficiently as possible, and we are committed to making our candidate experience as inclusive as we can, so please get in touch with us if you require any information or support during the application process or need to ask for any adjustments.

A typical selection process might be:

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

We use AI to help us review CVs and application answers against the requirements of the role. Every application is reviewed by a member of our People Team, and AI never makes a recruitment decision.

You can read more in our Recruitment Principles and Recruitment Privacy Notice.

How we review applications

Some roles include questions about essential requirements, and applications that don’t meet them may be closed automatically. All other applications are reviewed by a member of our People Team, and AI may use AI to help review CVs against the role requirements.

Please note that we record our interviews. These recordings are only viewed by the hiring team and once a role is filled, all recordings are deleted. We do not share any candidate information with anyone outside of Vestd at any time.

We are excited to receive your application.

When a role is filled, we will contact all other applicants to let them know.

This job is remote-first within the UK. You must be primarily UK-based and eligible to work in the country.

Internal job ref. CSA-UK-JUN-2026