Customer Success Specialist

Role: Customer Success Specialist

Reports to: Enterprise Lead

Location: Remote working (UK based) 

Salary: Up to £34,000 depending on experience, plus equity

Hours: Full-Time 37.5 hours per week 

About Vestd

Vestd is the UK's leading sharetech platform for share schemes and business admin.

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 helps 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.

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 that 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 let us know in your application or throughout the process.

The role

We’re looking for individuals who are passionate about our mission and confident and adept at using cutting-edge technologies and AI tools to streamline processes, drive innovation, and contribute to Vestd’s growth.

We need a true customer champion—someone curious about solving customer challenges and proactive in collaborating with the wider team to drive best practices while providing valuable insights into customer needs.

In this role, you’ll be responsible for defining and implementing customer lifecycle touchpoints, managing multiple accounts, and working closely with customers to ensure they maximise the value of our product—ultimately driving engagement and increasing retention.

The primary responsibilities of this role

We cannot provide an exhaustive list of duties; additional duties will arise, but the following will be core elements of this role:

• Deliver best-in-class customer success to support, retain, and grow key Enterprise accounts
• Manage and own customer accounts by developing deep relationships and acting as the primary point of contact for their needs and goals
• Optimise Net MRR Growth by identifying and executing short, medium, and long-term strategies
• Proactively drive retention by anticipating customer needs, addressing potential concerns, and finding opportunities to deliver additional value

• Promote a customer-first culture within the team by actively seeking and sharing insights into what drives retention and satisfaction
• Collaborate with the Enterprise BU Lead to deeply understand the needs of Enterprise customers and maximise opportunities to acquire, retain, and grow these relationships
• Drive continuous improvement in customer experience and team efficiency by identifying and implementing innovative ideas and processes
• Champion customer delight throughout the lifecycle by ensuring seamless, value-driven interactions at every stage

What does success look like in this role?

What are the key deliverables and success metrics?

• Customer Reviews: Achieving best-in-class customer success, as measured by ratings on platforms like G2, Capterra, and Google
• Net MRR Growth Metrics: Continuous improvement across metrics such as re-activations, upgrades, downgrades, and churn
• Customer Retention: Building strong relationships to ensure high satisfaction and retention rates for Enterprise accounts
• Process Improvements: Implementing measurable improvements in customer experience and team efficiency

Essential elements for this role

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

• At least two years of experience in account management, with a track record of driving retention and customer satisfaction
• A proactive approach to understanding customer needs and identifying opportunities for growth
• Ability to prioritise and balance demands in a dynamic, fast-paced environment
• Strong relationship-building skills and a customer-centric mindset.
• Proficient IT skills
• You must be comfortable with working in a fully remote environment
• Excellent written and verbal communication skills

Nice to have

These will help you stand out from the pack:

• Experience working in startups or rapidly growing teams, especially in environments where change is frequent and adaptability is vital
• History of identifying opportunities for improvement, suggesting innovative ideas, and driving meaningful change
• Comfortable navigating ambiguity and supporting evolving team processes
• Experience in remote working or supporting distributed teams
• Proven ability to build strong relationships in a fast-growing department or company
• Familiarity or desire to leverage AI tools and technologies to improve efficiency, streamline workflows, and enhance customer success processes
• Proven ability to manage and own complex Enterprise-level customer accounts
• Knowledge of shares and share schemes

Culture fit

What makes Vestd folk collaborative, adaptable, and eager to grow?

• Thrives in a startup environment, ready to tackle diverse challenges with enthusiasm
• Adaptable - open to taking on responsibilities beyond the defined role as needed
• Passionate about contributing to a culture of innovation, collaboration, and continuous improvement
• Embraces technology to improve processes and drive efficiency

What you can expect

Our culture is our backbone (BreatheHR named us one of the ‘Top 3 Companies in the UK for Company Culture’), 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 it both with our external activities and internal workings.

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

Vestd is 100% remote, so in return for your commitment, diligence, and productivity, you’ll have a lot of autonomy during your working day. Some roles demand office hours (to fit our customers’ schedules), but we are committed to offering flexibility where possible.

Happy employees make for happy customers, as 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. See more about our awards here.

This could be the perfect opportunity if you’re an autonomous, self-driven individual passionate about contributing to a meaningful mission and value being part of a supportive, close-knit team.

Why work at Vestd?

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

• This job is fully remote, 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 with Aviva (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)

We’re looking for somebody with initiative who can focus on the business and their personal growth path. This is a great time to join our team, and it would be a superb role for the right person.

Our application process

We are accepting rolling applications for this role with no fixed end date - if you are interested in joining the Vestd folk, please apply when you can. We will respond to every applicant, but we may only screen some candidates depending on the number of applications received.

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
• 45-minute interview with the CEO

We are excited to receive your application.

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

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