Account Manager

Location: Leeds (Hybrid). Our office address is: Consort House, 12 South Parade, Leeds, LS1 5QS. We offer a flexible hybrid working approach, allowing a balance between home and office-based work. For this role, you’ll be required to attend the Leeds office approx. 2 days per month (more during the first few weeks for onboarding and so you can get to know the team!). This role requires regular in-person meetings and event attendance. Broadly speaking, we would suggest the requirement will be to have in the region of 3 to 4 nights away per month.

Salary: £40,000 – £50,000 per annum, dependent on experience, plus OTE £5,000 and the possibility for paid overtime.

Hours of Work: Full-time: 40 hrs P/W. Our standard working day is 8 hours excluding lunch break, but our flexible working policy provides employees with the flexibility they need to balance their work and personal lives.

Annual Leave: 30 days including bank holidays (flexible up to 35 days with pro-rata salary reduction). An additional annual leave loyalty scheme kicks in after the first full year of employment.

Pension: Employer: 3% Employee: 5% (gross).

This is a fantastic opportunity for an experienced and well-organised individual to join a talented team at a very exciting time in our company’s growth. Vepple is an enterprise SaaS platform operating in the Higher Education sector, helping universities to recruit students through personalised virtual experiences, guided tours, interactive maps and events. The platform is central to our customers’ recruitment strategies and is described by many as essential.

With a focus on experiential storytelling through guided tours, interactive maps, and events, Vepple enables students to get a flavour of ‘the campus vibe’ from wherever they are in the world and at whichever stage they are in the recruitment cycle. This inspires an emotional connection, increases engagement and encourages the consideration of your university as their first choice.

We are looking for an exceptional Customer Success Manager (CSM) to ensure our university customers get maximum value from the platform, renew contracts and grow their use of Vepple. This is a relationship-focused role, so we need a genuine people person who can engage stakeholders at all levels, with the commercial awareness to identify and progress account growth opportunities. We want someone who grows accounts through genuine trust and partnership rather than a sales-led approach, and who manages their pipeline in HubSpot to a high standard. Universities respond to people who help them reach their recruitment goals, not to pressure.

You will manage a portfolio of university accounts, working closely with our Customer Success Coordinator, who handles the administrative backbone of the function including quoting, invoicing, renewal reminders and scheduling. Once the Customer Success team is established, you would typically manage a portfolio of around 25 to 30 accounts.

As part of our growth plans, we intend to hire a Head of Customer Success (HoCS) around a similar time to this appointment. To begin with, you will report to Tom Greveson (Co-Founder and CEO), working closely with him as well as our sales, marketing, product and development teams. You would move to report into the Head of Customer Success once that role is established.

This role would suit someone who is highly energetic, organised, results-oriented and passionate about helping customers to achieve their goals.

Job remits

• Success Metrics & Reporting: Report on Customer Success KPIs for your accounts, including retention, NRR, customer health, platform adoption, engagement and NPS.
• Customer retention: Drive customer retention and contribute to Net Revenue Retention (NRR) across your portfolio of university accounts.
• Renewal insight: Maintain accurate renewal, churn risk and expansion forecasting for your accounts, providing regular commercial insight to the Head of Customer Success and leadership.
• Account Management: Manage the end-to-end university customer lifecycle for your accounts, including post-onboarding, adoption, retention, renewal, advocacy and account growth. Demonstrate measurable customer ROI through analytics, reporting, insight and customer performance reviews.
• Pipeline Management: Identify and progress opportunities for account expansion, upsell and increased platform penetration, managing your pipeline in HubSpot to the team's account-management standards.
• Quality customer experience with commercial focus: Ensure a consistently high-quality and commercially effective customer experience across all university touchpoints.
• Quoting, Invoicing & Admin: Work with the Customer Success Coordinator on quotes and invoices for your accounts.
• Communicate customer requirements: Act as the voice of the customer within the business, influencing product roadmap, UX improvements and platform innovation.
• Internal collaboration to deliver commercial goals: Collaborate closely with Product, Sales and Marketing teams to align customer strategy with commercial and platform objectives.
• Customer Support & Issue Resolution: Resolution of issues raised outside of those raised and resolved within the Customer Support Desk.
• Support the Marketing team: Build customer advocacy initiatives, including case studies, testimonials, advisory groups, referrals and sector partnerships.
• Support the Product team: Requesting customer support in testing new features and trialling new functionality.
• Customer Events: Attend, present and support the Marketing and events team in the delivery of customer events.

Key Skills

• Commercially aware and highly relationship-focused, with the ability to grow accounts through genuine trust and partnership rather than a sales-led approach.
• Strong ability to interpret customer data, demonstrate ROI and communicate commercial and strategic insights effectively.
• Excellent stakeholder management and influencing skills, including the ability to build trusted relationships with senior university stakeholders and internal leadership teams.
• Proven ability to work cross-functionally and influence outcomes across Product, Sales, Marketing and Operations teams.
• Strong understanding of CRM systems (we use HubSpot), customer success platforms, reporting tools and customer analytics.
• Strong strategic thinking, commercial awareness and problem-solving capability.
• Excellent communication, presentation and relationship-building skills, with the ability to communicate confidently at all organisational levels.
• Strong commercial mindset with the ability to balance customer value, retention and growth objectives.
• Genuine enthusiasm for customer experience, digital innovation and the Higher Education sector.
• Understanding of student recruitment cycles and Higher Education marketing.
• Understanding of GDPR and its implications for digital products and customer data.
• Understanding of accessibility, inclusivity and digital experience best practice.
• Ability to operate effectively within a scaling and fast-evolving business environment.

Experience

• Demonstrable experience operating at Customer Success Manager level.
• Track record of improving customer retention, renewal rates and customer satisfaction metrics.
• Strong commercial acumen with experience driving customer growth, expansion and long-term account value.
• Experience working within subscription-based or recurring revenue business models.
• Experience working within a small company or scale-up environment.
• Experience working within SaaS, EdTech or technology-enabled subscription businesses.
• Strong understanding of SaaS customer success methodologies, customer health frameworks and Net Revenue Retention (NRR) principles.
• Strong understanding of Higher Education marketing and the student recruitment cycle, gained through working within universities or suppliers/agencies operating in the sector.
• Understanding of UK university recruitment challenges and applicant engagement strategies.
• Experience within immersive technology, virtual experience platforms or digital engagement products.

Please note: the successful candidate must, by the start of their employment, have permission to work in the UK.