Customer Success Manager - Mid Market Accounts (Consumer Insights - FMCG)

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

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 within customers
• Onboarding must be conducted within one week of contract start date
• TTFV <1 week of onboarding
• Supporting NRR of 107%
• Ensuring there is more than one user
• Make Vypr stickier (Logo Churn)
• Track usage weekly
• Track functionality usage quarterly to review with Account Manager
• Maintaining our strong customer experience
• 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
• Understanding in-depth the differences and benefits of various quant and qual research methods
• Training customers
• Building and leveraging customer relationships with key strategic goals in mind
• Advising on key research key processes within our customers businesses i.e. stage & gate/innovation cycle, brand and category planning
• Understanding company goals and advising on methodologies to achieve these
• 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

• Hybrid working
• 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
• Volunteering day
• 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.