Customer Success Manager (FMCG Category professionals sought)

Location: Manchester (hybrid or remote first)

Working Pattern: Hybrid or remote 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's the thing — it fits perfectly here. Every category review, NPD brief, and stakeholder conversation you've handled 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'll be 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

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

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.

WHAT YOU'LL ACTUALLY DO

• Be the main point of contact for a set of customers, helping them get set up and seeing value from Vypr fast
• Keep customers using the platform regularly — training them, answering questions, and spotting when they're not 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 escalating
• 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 using Vypr more 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'll teach 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 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.

#J-18808-Ljbffr

Full job description from WhatJobs. Apply for this role →