Customer Success Manager (SMB) – Growth & Renewals

Vypr; Manchester; Hybrid; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Hybrid working

Medical cashplan

Enhanced annual leave

Work from anywhere

Global benefits platform

Employee assistance programme

Life assurance

Birthday off

Volunteering day

Enhanced parental leave

Job summary

Vypr in Manchester is hiring a Customer Success Manager for SMB customers. This hybrid role requires regular trips to the Manchester office, with initial training full-time in the office; standard hours 9:00–5:30, Mon-Fri.

You will manage onboarding, drive adoption, and expand relationships to deliver value and renewals. You will work with a growing Customer Growth Team to ensure client success, upsell opportunities and high customer health.

Qualifications

• Embracing tech to automate new functionality training and respond to customer queries
• 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

Responsibilities

• 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 102%
• Ensuring there is more than one user to de-risk
• Make Vypr stickier (Logo Churn)
• Track usage weekly
• Track functionality usage quarterly via an internal review with Account Manager
• Maintaining our strong customerexperience

Job description

Vypr in Manchester is hiring a Customer Success Manager for SMB customers. This hybrid role requires regular trips to the Manchester office, with initial training full-time in the office; standard hours 9:00–5:30, Mon-Fri.

You will manage onboarding, drive adoption, and expand relationships to deliver value and renewals. You will work with a growing Customer Growth Team to ensure client success, upsell opportunities and high customer health.