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Customer Success Associate (SME) VestdRole: Customer Success Associate. Team: . SME A. Location: . Remote working (UK based) . Salary: . Up to £34,000 per annum depending on experience, plus equity. Hours: . Full-Time. 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.. 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 email [email protected].. The role. . 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 improving customer retention.. We are looking for individuals who are not only passionate about our mission but also comfortable and confident using cutting-edge technologies and tools to streamline processes, drive innovation, and contribute to the growth of Vestd.. 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:. Supporting the customer to set up initial scheme and then providing ongoing support throughout the customer life cycle. . Providing a best in class customer success experience.. . Representing the interests of customers to develop and enhance the product continually. . . Building customer loyalty and reducing churn.. . Proactively keeping customers engaged and growing MRR via upgrades and referrals.. . Responding to customer queries promptly.. . Developing specialist knowledge within the segment and taking ownership of specific areas. . Continuously iterating processes to improve the customer experience.. . Key deliverables . . Continual improvement to MRR. . Tickets completed and time to serve SLA. . Improvements in cost to serve. . Reviews, testimonials. . Customer retention. . Referrals. . Upgrades. . Essential elements for this role. These are the skills and qualifications we consider essential 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. . Excellent written and verbal communication skills. . You must be comfortable with working in a fully remote environment. . Nice to have. These will help you stand out from the pack:. . Startup/scaleup experience. . Knowledge of shares and share schemes. . Experience working in a remote team. . 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. Company Location: United Kingdom.