Full-Time Enterprise Customer Success Specialist

The role
Are you passionate about creating extraordinary customer experiences and driving business growth? Join us at Vestd as an Enterprise Customer Success Specialist, where you’ll play a pivotal role in shaping the future of our Enterprise customer segment.

This is an exciting opportunity to work in a new and growing area of our business. You'll not only support and manage some of our biggest and most complex customers, but you’ll also take responsibility for their success and retention. By owning and managing these accounts, you’ll ensure our Enterprise customers feel supported and empowered to achieve their goals through Vestd. You’ll also contribute to shaping Vestd’s future, by identifying new areas of opportunity for the company, to help us develop and refine products that keep us ahead of the curve in this dynamic space.

This is a unique role at the cutting edge of our growth journey – perfect for someone who thrives on building relationships, solving problems, and driving continuous improvement.

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.

Key Deliverables & 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 important for this role: 

• At least two years of experience in account management, with a track record of driving retention and customer satisfaction.
• Proven ability to manage and own complex Enterprise-level customer accounts
• 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

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.