At a Glance
- Tasks: Onboard new customers and drive engagement with our innovative platform.
- Company: Join Vypr, a fast-growing SaaS company in Manchester.
- Benefits: Enjoy hybrid working, enhanced leave, and a global rewards platform.
- Other info: Be part of a dynamic team with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers maximise their use of cutting-edge technology.
- Qualifications: Experience in customer success and strong communication skills required.
The predicted salary is between 40000 - 52000 € per year.
Reports to: Strategic Customer Growth Lead
Location/work pattern: Hybrid working pattern including regular trips to the Manchester office (full week for initial training then up to twice per month). 9.00 – 5.30 Mon-Fri
Salary: £40,000-£52,000
What We Do
Vypr is a Manchester-based SaaS company backed by Private Equity and Venture Capital. Our cutting‑edge product intelligence platform delivers dependable consumer data, empowering manufacturers and retailers to understand customer preferences and streamline the development process, resulting in superior products brought to market more quickly. As a rapidly scaling business with ambitious growth targets, we have demonstrated strong product‑market fit and are poised for accelerated expansion. By leveraging advanced new technologies, we are reinventing our product intelligence platform with limitless future possibilities, from personalization to AI‑enhanced insights.
Things you will do
- Liaise with end‑users contacts
- Onboard new customers ensuring that TTFV is within 1 week of onboarding
- Deliver agreed support level for Year 1 customers
- Deepen usage and engagement with the Vypr platform self‑serve, driving adoption across the product intelligence related processes; namely the innovation cycle (also known as Stage & Gate), as well as brand and category planning
- Deliver any contractual support days in a way that results in increased understanding of Vypr's full capabilities and leads to increased usage (create the impetus for the 'next project')
- As the internal champion for customer health you will track each customer's usage, taking corrective action and escalating to the Account Manager where required
- Manage the helpdesk for your customers
- Ensure support levels and service are consistently aligned with contractual agreement and account plan to support scalable account growth (ARR)
- Prepare for QBRs (internal QBR first) and participate in customer QBRs with the Account Manager
- Network within the customers to identify growth opportunities to share with the Account Manager (new teams, new product functionality, new markets and expansion within parent/subsidiary companies.)
- Advocate for your customers in terms of product features and usability
- Upskill customers on new product functionality in the most efficient way possible
- Manage migration to Predict
- Track usage, paying particular attention to high‑risk customers (auto‑renewed last year, Year 1 customers or low health score customers)
- Develop customer relationships to ensure Vypr plays a pivotal role in their insight mix and that Vypr remains front of mind
What you will be responsible for
- Increasing adoption of Vypr within customers
- Onboarding must be conducted within one week of contract start date
- TTFV < 1 week of onboarding
- Supporting NRR of 107%
- Ensuring there is more than one user
- Make Vypr stickier (Logo churn)
- Maintaining our strong customer experience NPS > +50
- Track usage weekly
- Track functionality usage quarterly to review with Account Manager
What you are good at
- Embracing tech to automate new functionality training and respond to customer queries where possible
- Using your research experience in CPG or agencies to understand customer objectives and translating how Vypr can be used to achieve them
- Training customers
- Building and leveraging customer relationships
- Communicating effectively
- Attention to detail, high quality standards of outputs
- Managing your own workload, ensuring that customers are prioritised accordingly
What is important to you
- Agile – You consider the role that AI plays in support, balancing required bespoke solutions with automations to drive efficiency where possible
- Caring – You will happily support the wider team to ensure we hit team targets
- Driven – You will take accountability for your own objectives and targets, taking action to ensure that they are achieved.
- Candid – You will contribute to team discussions and make recommendations to refine best‑in‑class team processes
What we offer
- Hybrid working
- Company paid medical cashplan
- Enhanced annual leave
- Work from anywhere up to 4 weeks a year
- Access to a global benefits and reward platform
- Access to well‑being support, including an Employee Assistance Programme
- Life Assurance
- Day off on your birthday
- Volunteering day
- Enhanced parental leave
Customer Growth Partner - Customer Success in Manchester employer: Vypr
Vypr is an exceptional employer that fosters a dynamic and supportive work culture, offering hybrid working arrangements that promote work-life balance. With a strong focus on employee growth, we provide comprehensive training and development opportunities, alongside a range of benefits including enhanced annual leave and well-being support. Our Manchester location not only allows for regular collaboration but also positions you at the heart of a rapidly scaling SaaS company, where your contributions directly impact our ambitious growth targets and innovative product offerings.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Growth Partner - Customer Success in Manchester
✨Tip Number 1
Get to know the company inside out! Research Vypr's product intelligence platform and understand how it helps customers. This will not only impress during interviews but also help you tailor your conversations to show how you can add value.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer success and growth. Think about how your past experiences align with the role and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can keep you top of mind and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for Vypr.
We think you need these skills to ace Customer Growth Partner - Customer Success in Manchester
Some tips for your application 🫡
Show Your Passion for Customer Success:When writing your application, let us see your enthusiasm for helping customers thrive. Share examples of how you've successfully onboarded clients or improved their experience with a product. We love seeing candidates who genuinely care about customer growth!
Tailor Your Application:Make sure to customise your application to highlight your relevant skills and experiences that align with the role. Use keywords from the job description, like 'customer engagement' and 'product intelligence', to show us you understand what we're looking for.
Be Clear and Concise:We appreciate straightforward communication! Keep your application clear and to the point. Avoid jargon unless it’s relevant, and make sure your key achievements stand out. This helps us quickly see why you’d be a great fit for our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team at Vypr!
How to prepare for a job interview at Vypr
✨Know Your Stuff
Before the interview, dive deep into Vypr's product intelligence platform. Understand how it empowers manufacturers and retailers. Be ready to discuss how your experience aligns with their mission and how you can contribute to increasing customer adoption.
✨Showcase Your Customer Success Skills
Prepare examples from your past roles where you've successfully onboarded customers or improved their engagement. Highlight specific metrics or outcomes that demonstrate your ability to drive customer growth and satisfaction.
✨Ask Insightful Questions
During the interview, ask questions that show your interest in the company's growth and customer success strategies. Inquire about their approach to customer health tracking and how they envision the role of a Customer Growth Partner evolving as the company scales.
✨Demonstrate Your Tech Savvy
Since the role involves embracing tech for training and support, be prepared to discuss any relevant tools or technologies you've used. Share how you've leveraged technology to enhance customer experiences and streamline processes in previous positions.
