At a Glance
- Tasks: Support FMCG clients, ensuring they maximise value from our platform and build strong relationships.
- Company: Vypr, a fast-growing SaaS company based in Manchester, focused on product intelligence.
- Benefits: Flexible working, enhanced leave, medical cashplan, and well-being support.
- Other info: Join a dynamic team with opportunities for growth and development.
- Why this job: Transition your FMCG expertise into tech while making a real impact on customer success.
- Qualifications: Experience in FMCG or retail, strong communication skills, and a willingness to learn.
The predicted salary is between 29700 - 36300 £ per year.
Location: Manchester (hybrid or remote first)
Working Pattern: Hybrid or remote including regular trips to the Manchester office (full week for initial training then up to twice per month)
Thinking about a change from Category Management, but not sure where your experience would even fit outside FMCG? Here's the thing — it fits perfectly here. Every category review, NPD brief, and stakeholder conversation you've handled has taught you exactly what good insight needs to do for a business. This role lets you use all of that, just from the other side of the table: instead of using insight tools to make decisions, you'll be the person helping FMCG and retail teams get the most out of theirs. Same instincts, same industry knowledge, genuinely different day-to-day — and a real path into tech without starting from zero.
ABOUT US
Vypr is a Manchester-based SaaS company helping manufacturers and retailers test and develop better products, faster, using real consumer data. We're growing fast, backed by strong investors, and building AI into the platform to make it even smarter. The Customer Growth Team at Vypr is dedicated to driving exceptional customer value via the effective delivery of both support (client success) and account management (renewal and expansion). These teams work closely together, to ensure clients realize maximum value from Vypr's market-leading product intelligence platform.
WHAT YOU'LL ACTUALLY DO
- Be the main point of contact for a set of customers, helping them get set up and seeing value from Vypr fast
- Keep customers using the platform regularly — training them, answering questions, and spotting when they're not getting the most out of it
- Run the day-to-day support (helpdesk queries, troubleshooting) for your accounts
- Keep an eye on how healthy each customer relationship is, step in early if usage drops, and loop in the Account Manager when something needs escalating
- Help prep for and join regular check-ins with customers alongside the Account Manager
- Spot growth opportunities within your customers (new teams, new use cases, new markets) and flag them to the Account Manager
- Champion your customers internally, and champion Vypr's features to them
WHAT GOOD LOOKS LIKE
- New customers are set up and seeing value within their first week
- Customers keep renewing and using Vypr more over time
- More than one person at each customer is actively using the platform
- Customers are happy (we aim for consistently strong satisfaction scores) and get fast responses when they need help
WHAT YOU'LL BRING
- Experience in FMCG, retail, or an insight/research agency
- Comfortable talking to different people and building relationships — customers, colleagues, whoever
- Able to explain things clearly and patiently
- Organised enough to juggle a few customers at once
- Curious about tech and happy to learn new tools — no SaaS or software background needed, we'll teach you the platform
WHAT WE OFFER
- 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 Programmes
- Life Assurance
- Day off on your birthday
- Enhanced parental leave
WHAT NEXT?
Our Talent Selection process focusses on creating a mutual, fair and transparent dialogue that helps you and us to establish whether the role could be a rewarding career fit. We will create space to discuss your ambitions and our growth plans as well as context of the role, give you the opportunity to engage with your potential Line Manager and Team Members, showcase your skills in a live task and to visit our Manchester HQ.
Customer Success Manager (FMCG Category professionals sought) in Manchester employer: Vypr
Vypr is an exceptional employer, offering a dynamic work environment in Manchester that fosters growth and innovation. With a strong focus on employee well-being, we provide hybrid working options, enhanced annual leave, and access to a global benefits platform, ensuring our team members feel valued and supported. As a scale-up business, we prioritise professional development and create opportunities for our employees to thrive in their careers while contributing to our ambitious growth journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (FMCG Category professionals sought) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vypr. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vypr before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager (FMCG Category professionals sought) in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vypr:Your cover letter is your chance to shine! Tell us why you want to work at Vypr specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vypr!
How to prepare for a job interview at Vypr
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
