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- Tasks: Onboard customers, deliver support sessions, and drive product adoption.
- Company: Vypr, a fast-growing Manchester-based SaaS company with innovative solutions.
- Benefits: Flexible working, enhanced leave, medical cash plan, and well-being support.
- Other info: Opportunity for career growth in a rapidly expanding company.
- Why this job: Join a dynamic team and help customers succeed with cutting-edge technology.
- Qualifications: Experience in customer success or CPG, strong communication skills, and attention to detail.
The predicted salary is between 45000 - 55000 £ per year.
Hybrid working pattern including regular trips to the Manchester office (full week for initial training then up to twice per month). 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 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.
Things that you will do:
- Liaise with end‑user contacts
- Onboard new customers by running F2F workshops, ensuring that TTFV is within 1 week of onboarding
- Deliver support sessions for Year 1 customers
- Understand the customers’ business objectives and ensure they understand how to best achieve them with the support of the Vypr platform
- 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 all 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’)
- Ensure support levels and service are consistently aligned with contractual agreement and account plan to support scalable account growth (ARR)
- 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
- 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
- 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:
- This role contributes to our ‘Customer’ pillar within our Visions, Objectives & Strategies. This involves making Vypr ‘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 week of onboarding
- Supporting NRR of 112%
- Ensuring there is more than one user
- Make Vypr stickier (Logo Churn)
- Track functionality usage quarterly to review with Account Manager
- Maintain a strong customer experience NPS >+50
- SLA of Helpdesk to < 2 hours
What you are good at:
- Using your research experience in a senior role in CPG or agencies to understand customer objectives and translate 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 use your organisational skills to reprioritise your workload based on a sound analysis of most important needs
- 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
Customer Success Manager (Strategic) in Manchester employer: Vyprclients
Contact Detail:
Vyprclients Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Strategic) in Manchester
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry, especially those who work at Vypr or similar companies. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might help you land that interview!
✨Tip Number 2
Prepare for your interviews by understanding Vypr’s product intelligence platform inside out. Familiarise yourself with their services and think about how you can contribute to their goals. Show them you’re not just another candidate; you’re someone who gets what they do and is ready to make an impact!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Highlight your skills in building relationships and driving customer engagement. Make it clear that you’re passionate about helping customers succeed with Vypr’s platform.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. It’s also a great opportunity to reiterate why you’d be a perfect fit for the team at Vypr. Let’s make sure they remember you!
We think you need these skills to ace Customer Success Manager (Strategic) in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight how your experience aligns with the Customer Success Manager role. We want to see how you can bring value to Vypr, so don’t hold back on showcasing your relevant skills!
Showcase Your Communication Skills: As a Customer Success Manager, effective communication is key. Use your application to demonstrate your ability to convey complex ideas clearly and concisely. We love seeing examples of how you've successfully trained or supported customers in the past.
Highlight Your Relationship-Building Skills: This role is all about building strong relationships with customers. Share specific examples of how you've developed and maintained client relationships in previous roles. We want to know how you can make Vypr 'Easy to Love and Hard to Leave' for our customers!
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 keen on joining the Vypr team!
How to prepare for a job interview at Vyprclients
✨Know Your Product Inside Out
Before the interview, make sure you thoroughly understand Vypr's product intelligence platform. Familiarise yourself with its features, benefits, and how it empowers customers. This will help you articulate how you can drive customer success and adoption during your interview.
✨Showcase Your Customer-Centric Approach
Prepare examples from your past experiences where you've successfully onboarded clients or deepened customer relationships. Highlight how you’ve identified growth opportunities and advocated for customer needs, as this aligns perfectly with the role's focus on building enduring relationships.
✨Demonstrate Your Analytical Skills
Be ready to discuss how you track customer usage and health scores. Share specific methods you've used to analyse data and take corrective actions. This will show that you can manage customer health effectively and contribute to the company's goals of increasing adoption and reducing churn.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about challenges you might face in onboarding or supporting customers and how you would address them. This will demonstrate your ability to think critically and act decisively in a fast-paced environment.