Job Title

Customer Success Manager (Mid-Market customers)

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 + bonus

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.

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. 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 Life-time-value.

Things that 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 increase 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