Customer Success Manager Medium Size Customers

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.

Vypris a Manchester-based SaaS company backed by Private Equity and Venture Capital. Our cutting-edge product 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.

• 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, with appropriate 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-risk customers (auto-renewed last year or low health score customers)
• Develop customer relationships to ensure
  
  Vyprplays a pivotal role in their insight mix and that
  
  Vyprremains
  
  Front of Mind

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:

• Onboarding must be conducted within one week of contract start date
• TTFV +50
• SLA of Helpdesk to < 2 hours

• 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

Agile –…