Customer Success Manager (Strategic)

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
• 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 >
• SLA of Helpdesk to

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