Customer Success Manager

Vyprclients; Manchester; Hybrid; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Medical cashplan

Enhanced annual leave

Remote work 4 weeks a year

Global benefits platform

Well-being support

Employee assistance programmes

Life assurance

Birthday off

Enhanced parental leave

Job summary

Vypris, a Manchester-based SaaS company, is hiring a Customer Success Manager to be the main contact for a set of customers, helping them get value from Vypris’s platform.

You’ll train users, handle helpdesk queries, and monitor health of relationships, escalating to the Account Manager when needed.

This hybrid role involves regular trips to the Manchester HQ for training and client visits, with time allocated to grow accounts and spot new use cases.

Qualifications

• Experience in FMCG, retail, or insights/market research environments.
• Strong communication and relationship-building abilities.
• Able to explain complex concepts clearly and patiently.

Responsibilities

• Be the main contact for a set of customers and help them realise value from Vypris.
• Train customers, answer queries, and monitor platform usage.
• Run day-to-day support (troubleshooting) for accounts and escalate when needed.
• Identify growth opportunities within customers and notify the Account Manager.
• Prepare for and join regular check-ins with customers alongside the Account Manager.

Skills

Customer success

Account management

Relationship building

Training users

Problem solving

Tools

Helpdesk software

Job description

Hybrid including regular trips to the Manchester office (full week for initial training then up to twice per month)

Thinking about a change from Category Management, but not sure where your experience would even fit outside FMCG?Here’sthe thing — it fits perfectly here.Every category review, NPD brief, and stakeholder conversationyou’vehandled has taught you exactly what good insight needs to do for a business. This role lets you use all of that, just from the other side of the table: instead of using insight tools to make decisions,you’llbe the person helping FMCG and retail teams get the most out of theirs. Same instincts, same industry knowledge, genuinely different day-to-day — and a real path into tech without starting from zero.

About us

Vypris a Manchester-based SaaS company helping manufacturers and retailers test and develop better products, faster, using real consumer data.We’regrowing fast, backed by strong investors, and building AI into the platform to make it even smarter.

The Customer Team atVypris dedicated to driving exceptionalcustomer value viatheeffective delivery of bothsupport(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.

What you’ll actually do

• Be the main point of contact for a set of customers, helping them get set up and seeing value fromVyprfast
• Keep customers using the platform regularly — training them, answering questions, and spotting whenthey’renot getting the most out of it
• Run the day-to-day support (helpdesk queries, troubleshooting) for your accounts
• Keep an eye on how healthy each customer relationship is, step in early if usage drops, and loop in the Account Manager when something needs escaping
• Help prep for and join regular check-ins with customers alongside the Account Manager
• Spot growth opportunities within your customers (new teams, new use cases, new markets) and flag them to the Account Manager
• Champion your customers internally, and champion Vypr’s features to them

What good looks like

• New customers are set up and seeing value within their first week
• Customers keep renewing and usingVyprmore over time
• More than one person at each customer is actively using the platform
• Customers are happy (we aim for consistently strong satisfaction scores) and get fast responses when they need help

What you’ll bring

• Experience in FMCG, retail, or an insight/research agency
• Comfortable talking to different people and building relationships — customers, colleagues, whoever
• Able to explain things clearly and patiently
• Organised enough to juggle a few customers at once
• Curious about tech and happy to learn new tools — no SaaS or software background needed,we’llteach you the platform

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 Programmes
• Life Assurance
• Day off on your birthday
• Enhanced parental leave

What next?

Our Talent Selection process focuses on creating a mutual,fairand transparent dialogue that helps you and us toestablishwhether 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 visit our Manchester HQ.