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Vypr · Customer Service

Customer Success Manager (Strategic)

United Kingdom, Manchester Employment contract 50000.00 - 60000.00 GBP / Year · Job Posted May 03, 2026
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Job Description

We’re looking for a Customer Success Manager (Strategic) to join our world-class Customer Growth team. 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.

Job Responsibility

  • 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 increase 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

Requirements

  • 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 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
Vypr - All Job Offers

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