Role: Senior CSA

Reports to: Bharat Soin

Location: Remote working (India based) 

Salary: Up to INR 1,200,000 depending on experience, plus generous ESOPs

Hours: Full-Time 40 hours per week

About Vestd

Vestd is the 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].

Requirements

The role

We are looking for a customer-focused and proactive Senior Customer Success Associate to join our team and support our rapidly growing Indian operation help our customers get the most value from Vestd’s platform.

You will be our customers’ primary point of contact, working to understand their needs, drive engagement, and ensure their success with our solutions.

This role requires a balance of strategic thinking and hands-on execution. It also requires the ability to foster strong, long-term relationships and drive added value for the customer, subsequently reducing churn.

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:

• Own the customer lifecycle, from onboarding to ongoing support and account growth
• Serve as a trusted advisor, providing guidance and best practices to maximise customer success
• Conduct regular check-ins to ensure customers achieve their goals and utilise the platform effectively
• Collaborate with internal teams to resolve issues and advocate for customer needs
• Monitor customer health metrics and take proactive steps to mitigate churn
• Identify upsell or cross-sell opportunities and partner with the sales team to execute them

Essential elements for this role

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

• 5-8 years of experience in customer success, account management, or a related role, preferably in SaaS or fintech
• Proven ability to manage a portfolio of accounts and deliver measurable outcomes
• Excellent communication, relationship-building, and problem-solving skills.
• Empathy and a customer-first mindset
• Strong organisational skills and the ability to prioritise tasks in a remote setting
• Impeccable attention to detail and a high degree of accuracy

• An ability to communicate well in English, both verbally and in writing

• You must be comfortable with working in a fully remote environment
• Bachelor’s degree or equivalent experience 
• Strong technical background with proficiency in HubSpot, Slack, Google Workspace and others

Nice to have

These will help you stand out from the pack:

• Startup/scaleup experience
• A passion for helping businesses succeed and grow
• Knowledge of shares and share schemes
• Experience working in a remote team

Benefits

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
• An Employee Stock Ownership Plan (ESOP), 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 (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)

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

Our recruitment pipeline has a few stages 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 contact us if you require any information or support during the application process or need to ask for any adjustments. 

A typical selection process would be:

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

We look forward to receiving your application.

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

About the company

When the team is personally invested, everyone is empowered to work towards the same goal. Research has repeatedly shown that sharing ownership accelerates growth and increases employee loyalty.

Motivating people with shares and options used to be a headache. We’ve made it safe, easy and affordable.

So come and explore how you could join our team!