Founding Customer Success Expert

Who We Are: Vessel's Story

There’s a fast-growing demand for investments in private funds (private equity, venture capital, etc.) coinciding with a wave of democratization for these investments, but there’s still too much friction in the investment experience. Interactions between fund managers and their investors happen on too many different platforms (e.g., datarooms, investor portals, online document signing software, etc.) that look like they were built in the 90s and don’t speak with each other. Seasoned institutional investors are unimpressed and investors that are new to private markets are overwhelmed by the investment process. Fundraising is hard enough and few fund managers want to spend millions to build custom software or hire armies of investor relations professionals to chase after investors.

Vessel was built by former private market investors and fund managers (from firms such as Inovia Capital, Teralys Capital and Power Sustainable) that have been very successful at fundraising and managing investor relations. Our mission is to make investing in private funds easy (almost as easy as investing in a stock on Wealthsimple) and make fundraising less painful. We’re a white-label SaaS platform for fund managers and investor relations teams to wow investors and manage all parts of the relationship with investors, from marketing an investment opportunity to onboarding investors, and sharing updates and financial reports.

Vessel has already helped fund managers close tens of millions of dollars, grown more than 20x since last year and signed some of the most well-established fund managers in the industry.

Our team is nimble, we’re growing fast, and we’ve built something that people love. We’re making money and are well-funded (backed by some top investors).

Customer Success at Vessel

Customer Success has been entirely founder-led, from onboarding to acting as an extended part of our clients’ teams, helping them build content, ghostwrite emails, handle migrations, and clean up data. We’re close to our customers, speak to them frequently, and they turn to us for advice on planning and executing their fundraise, delivering investor reporting, etc. We’ve had no churn to date. Our product is modular and we only sell customers what they need, but since we cover different parts of their value chain, they often ask for more. Delighting customers is how we achieve this, and we intend to continue doing so and exceeding expectations. Keep in mind that we see Customer Success as a sales role too.

About this role

We are looking for a proactive, high-empathy, “Just Get Stuff Done” individual to be our first Customer Success Expert at Vessel. You’ll be making a real impact collaborating closely with sales, engineering and product, and working alongside Vessel’s co-founders day-in, day-out (we’ll teach you everything we know). You’ll shape how we support our growing customer base and directly influence customer outcomes, retention, and expansion. From onboarding and training to acting as a sounding board to fund managers, you’ll play a critical role in building our customer success function and ensuring our clients thrive on the platform. We’ll expect you to know our product inside and out, better than anyone else on the team and obsess over improving usage.

If you're excited by the idea of setting the tone for how a startup supports and grows with its customers—while learning all about private markets and investor relations—this role is for you. You would be embarking on a career-defining experience where the sky is the limit; if you have the appetite and what it takes to lead, you’ll grow with us and build the customer success team.

Here’s what you’ll be doing more concretely:

• Customer Onboarding: Guide new customers from day one, helping them get up to speed quickly and confidently on Vessel. You’ll ensure smooth migrations and deliver a white-glove onboarding experience.
• Ongoing Support & Relationship Management: Act as a sounding board to fund managers, supporting their workflows, ghostwriting investor communications, troubleshooting issues, and staying one step ahead of their needs.
• Product Adoption & Education: Identify usage gaps and proactively reach out with tailored support, resources, and solutions. You'll train customers on new features, gather feedback, and help refine documentation and internal playbooks.
• Customer Expansion & Growth: Identify natural upsell opportunities as customers scale and need more modules of the platform. You’ll collaborate with sales to expand accounts and support ongoing growth.
• Internal Advocacy: Be the voice of the customer internally—surface product feedback, identify common friction points, and work cross-functionally with engineering and product to improve the experience.
• Product Contributions: Document bugs and customer requests, perform tests on new features and write memos to improve certain aspects of the product.
• Customer Marketing & Enablement: Partner with the co-founders to create case studies

We're looking for someone with

• Customer Success or Client Management Experience: Ideally 2+ years in a client-facing role at a startup, SaaS/fintech company, in consulting, or any other client-facing environments where you’ve handled relationships with senior stakeholders and been accountable for deliverables.
• Strong Communication Skills: You’re a confident and thoughtful communicator, both in writing and over video calls. You know how to communicate to build trust with clients.
• Process-Oriented Mindset: You bring structure to chaos, can manage multiple projects at once, and find ways to streamline systems.
• Product Intuition: You’re quick to learn new tools, can explain technical concepts simply, and can empathize with a customer’s perspective.
• Comfort With Data: You can navigate spreadsheets, spot errors in investor data, and use market insights to guide customer conversations.
• Growth Mentality: You’re energized by building things from scratch, learning quickly, and growing alongside the company.
• Low-ego/”no-task-is-beneath-me” mentality
• Bonus points if you’ve had exposure to private equity or venture capital in the past or have a demonstrated interest in learning about private market funds. Bonus points if you’ve also used Fullstory, Metabase, june.io or implemented tools to monitor and improve product usage

This role may not be for you if:

• You’re looking for a traditional 9-to-5 job. We’re growing fast, and things move quickly around here.
• You’re not genuinely interested in what we’re building or the customers we’re helping.
• You don’t enjoy high-pressure environments where priorities shift and you’re managing multiple tasks.

Pay and job details

We offer competitive compensation. You will also be offered equity in the company.

Our health and dental coverage plan is generous and above market. You’ll get 20 days of paid vacation and 5 paid sick days. Additionally, everyone gets another full week (sometimes more!) paid vacation between Christmas and New Year while the whole office is closed and we don’t worry about emails from colleagues.

The role is hybrid and our offices are in Montreal’s Mile End neighborhood. You must be comfortable coming to the office 3x a week (more often in your first 3 months). Vessel trusts everyone to do their best work where they please while simultaneously valuing physical connections in-office. For 60 days a year, you can decide where and how you work with no expectation of office presence. We just ask that you overlap with the Eastern timezone 4 hours a day.

What to expect as next steps

To apply to the role, you’ll need a resume that helps us gauge your suitability for this role.

After we review your application, you will either be invited to do a virtual video interview with us or you will be notified via email that we will not be proceeding with your application. Please give us a few days to get back to you.

We’ll aim to make the interview process as quick and as painless as possible, and encourage everyone to apply if they think they’re ready to do some of the best work of their careers.

We look forward to hearing from you!