Customer Success Manager (Small & Medium Size Customers) in Manchester

Customer Success Manager (Small & Medium Size Customers)

Location

Hybrid working pattern including regular trips to the Manchester office (full week for initial training, then up to twice per month)

We’re looking for a Customer Success Manager (Small & Medium Size Customers) to join our world-class Customer team.

What we do

Vypris a Manchester-based SaaS company backed by Private Equity and Venture Capital. Ourcutting-edgeproduct intelligence platform delivers dependable consumer data, empoweringmanufacturersand 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 personalisation to AI-enhanced insights.

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 realise maximum value from Vypr’s market-leading product intelligence platform.

Our team builds enduring relationships with key stakeholders to ensure our customers achieve their business objectives while uncovering and converting upsell opportunities to drive revenue growth. We’re looking for someone to be part of this dynamic, results-oriented team committed to driving customer retention, expansion, and lifetime value.

Things that you will do

• Support all customers but prioritise, focusing on those with the most growth potential (with a view to moving them to mid-market)
• Liaise withend-usercontactsfor customers, withappropriate touchpointsas decided by you and the SMB Account Manager
• Understand the customers’ business objectives and ensure they understand how best to achieve them on the Vypr platform, using automations where possible
• 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
• Network within the customers toidentifygrowth opportunities to share with the Account Manager(new teams,new product functionality, newmarketsand expansionwithin parent/subsidiary companies)
• Advocate for your customers in terms of product features and usability
• Upskillcustomers on new product functionalityin the most efficient way possible
• Managemigration to Predict
• Track usage, paying particular attention tohigh-riskcustomers (auto-renewed last year or low health score customers)
• Develop customer relationships to ensureVyprplays a pivotal role in their insight mix and thatVyprremainsFront of Mind

What you will be responsible for

This role contributes to our ‘Customer’ pillar within our Visions, Objectives & Strategies. This involves makingVypr‘Easy to Love and Hard to Leave’.Deliverables include:

Increasing adoption of Vypr among customers

• Onboarding must be conducted within one week of contract start date
• TTFV <1>
• Supporting NRR of 102%
• Ensuring there is more than one user to de-risk

Make Vypr stickier (Logo Churn)

• Track functionality usage quarterly to review with Account Manager
• NPS > +50
• SLA of Helpdesk to < 2 hours

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
• Upskilling customers without over-servicing
• 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

• 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
• Enhanced parental leave

What next?

Our Talent Selection process focuses 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 the 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 visit our Manchester HQ.