Please note – we have also released a Head of Customer Success vacancy alongside this Customer Success Manager role. Please apply for the role that best fits your experience and skill level.
For the successful candidate with the right level of customer success experience, we can provide extensive higher education training.
This is a fantastic opportunity for an experienced and well-organised individual to join a talented team at a very exciting time in our company’s growth. Vepple is an enterprise SaaS platform operating in the Higher Education sector, helping universities to recruit students through personalised virtual experiences, guided tours, interactive maps and events. The platform is central to our customers’ recruitment strategies and is described by many as essential (see video).
With a focus on experiential storytelling through guided tours, interactive maps, and events (and more!), Vepple enables students to get a flavour of ‘the campus vibe’ from wherever they are in the world and at whichever stage they are in the recruitment cycle. This inspires an emotional connection, increases engagement and encourages the consideration of your university as their first choice.
We are looking for an exceptional Customer Success Manager (CSM) to ensure our university customers get maximum value from the platform, renew their contracts and grow their use of Vepple over time. This is a heavily relationship-focused role, so we are looking for a genuine people person who can engage stakeholders at all levels, combined with the commercial awareness to spot and progress opportunities to expand an account. We want someone who grows accounts through genuine trust and partnership rather than a sales-led approach, and who manages their pipeline in HubSpot to a high standard. Universities respond to people who help them reach their recruitment goals, not to pressure.
You will manage a portfolio of university accounts, working closely with our Customer Success Coordinator, who handles the administrative backbone of the function including quoting, invoicing, renewal reminders and scheduling. Once the Customer Success team is established, you would typically manage a portfolio of around 25 to 30 accounts.
As part of our growth plans, we intend to hire a Head of Customer Success (HoCS) around a similar time to this appointment. To begin with, you will report to Tom Greveson (Co-Founder and CEO), working closely with him as well as our sales, marketing, product and development teams. You would move to report into the Head of Customer Success as that role is established.
This role would suit someone who is highly energetic, organised, results-oriented and passionate about helping customers to achieve their goals.
We are a team of 20 people operating as specialists at the top of our game. We take our work seriously, but never take ourselves too seriously. Our culture, values and focus on sustainable growth have been central to our success and to the strong relationships we build with our university customers.
The Board is keen to provide employees with the flexibility to choose working patterns and locations that support work-life balance while maintaining strong collaboration and connection.
This role has a requirement to be in the office at key times throughout the year, with increased frequency during event planning and attendance periods, as well as the flexibility to attend more frequently if preferred. Our office space provides workstations, collaborative / break-out space, formal meeting rooms and quick access to Leeds train and bus infrastructure.
The feedback we receive from our team suggests that this is an unusual policy for such a business, hence the mention here in the job spec. This is from Tom, our CEO: “You will get paid for any extra hours that you work, or you will be given the time back.” Quite simply, you will never be asked to work more hours than contracted, without receiving that time back in lieu or being paid overtime. We have a formalised process and each person has a Google sheet to log extra hours worked. This extends to attending evening events and travelling to and from meetings. If you’re doing something outside of your normal hours that is to the benefit of the business, you need to take that time back.
Please note: once the Customer Success team is established, you would typically manage a portfolio of around 25 to 30 university accounts, working within the Customer Success team alongside the Head of Customer Success and the Customer Success Coordinator. The week below gives a flavour of the role in that setting.
Monday
The week begins with an all-hands team meeting. This virtual call is a great opportunity to catch up with colleagues and get a high-level overview of everyone’s plans for the week. Tomorrow, you have an in-person meeting with the University of X to support with the delivery of their annual strategic review. After the all-hands meeting, you spend the rest of the morning analysing their dashboard, ensuring progress aligns with their objectives and key results. You also prepare actionable recommendations to help them maximise their success with Vepple, including identifying opportunities for new modules that could support their recruitment goals.
In the afternoon, you review your pipeline of renewal customers and prioritise those with clear opportunities to upsell new features or modules. One account stands out as a strong candidate for Vepple’s Guided Tour Embed. You prepare a proposal to discuss during their upcoming monthly review meeting (a 30 minute video call you have with every customer each month).
Later, a customer emails you about a challenge they’re experiencing with a specific feature. You hop on a quick call, diagnose the issue, and resolve it on the spot. While it’s a small fix, you recall a similar issue raised by another customer recently. This prompts you to think about ways to enhance feature training to improve adoption and avoid recurring challenges.
Tuesday
Today is all about the University of X meeting. It’s a two hour journey, so you take the train. It’s your first in-person visit with this customer, and you’ve used your company card to buy a 12-box of Krispy Kremes to break the ice. Armed with strong data and thorough preparation, you support the Head of Customer Success (taking notes and chipping in with insight from the data dive you did the day before) as they lead the meeting, and it goes smoothly. One of their team members raises technical questions you can’t answer on the spot, so you take detailed notes and commit to following up with our Solution Engineer for clarity.
After the meeting, you have lunch with everyone who was there before heading back. This is a great way to get a little more face time with customers, and useful items are raised in this informal setting. Plus, customers understandably love it when we buy them lunch. Once home, you update HubSpot with your notes, email the customer to thank them, and set expectations for when you’ll provide answers to their technical questions.
Wednesday
The day starts with an internal meeting with the wider Vepple team. You share updates on customer challenges, pipeline progress, and renewal forecasts. During the discussion, you highlight a few customers with strong upsell potential, such as University of X, and outline your approach for progressing those opportunities.
You also share ideas for improving feature adoption, such as the training solution you considered on Monday, and celebrate wins, like a customer who is thrilled with Vepple’s impact on their lead capture. They’ve agreed to provide a testimonial, so you make an introduction to the Product Marketing Manager to follow this up.
Thursday
Exciting news! The Chief Commercial Officer has won a new Vepple customer! You meet with her and the onboarding team to learn more about their chosen module combination and strategic aims. You’ll soon meet the customer on a call to ensure that there’s a smooth transition as they move from New Business to Onboarding to Customer Success.
Afterwards, you spend time reviewing your pipeline and ensuring that each renewal customer is progressing according to plan. You identify one account approaching the end of their contract that may be at risk, so you schedule a call to address any concerns and reinforce the value Vepple provides.
Friday
You review an email from the Solutions Engineer containing detailed answers to the University of X’s technical questions from Tuesday’s meeting. Some parts need clarification, so you schedule a quick call to ensure you fully understand before drafting a friendly, clear, and informative email to the customer.
To close out the week, you analyse your progress against revenue and retention targets. You identify accounts that require additional focus to stay on track for renewals or upsell opportunities and schedule time next week to prioritise these customers. You’re smashing it, your customers are happy! You decide to finish the week by getting ready for next week’s Vepple In Person (VIP) event in Leeds, where you’ll be supporting the team on the day and getting valuable face time with customers (video of last year’s event is here).
To achieve the upper level of the salary range, you must provide evidence that you have substantial experience across the remits below. If you don’t yet have depth in a particular area, this will be reflected in the salary offered and the support given throughout your onboarding and future development.
We are looking for someone who can deliver the following core remits:
| Remit | Detail |
|---|---|
| Success Metrics & Reporting | Report on Customer Success KPIs for your accounts, including retention, NRR, customer health, platform adoption, engagement and NPS |
| Customer retention | Drive customer retention and contribute to Net Revenue Retention (NRR) across your portfolio of university accounts |
| Renewal insight | Maintain accurate renewal, churn risk and expansion forecasting for your accounts, providing regular commercial insight to the Head of Customer Success and leadership |
| Account Management | Manage the end-to-end university customer lifecycle for your accounts, including post-onboarding, adoption, retention, renewal, advocacy and account growth. Demonstrate measurable customer ROI through analytics, reporting, insight and customer performance reviews |
| Pipeline Management | Identify and progress opportunities for account expansion, upsell and increased platform penetration, managing your pipeline in HubSpot to the team’s account-management standards |
| Quality customer experience with commercial focus | Ensure a consistently high-quality and commercially effective customer experience across all university touchpoints |
| Quoting, Invoicing & Admin | Work with the Customer Success Coordinator on quotes and invoices for your accounts |
| Communicate customer requirements | Act as the voice of the customer within the business, influencing product roadmap, UX improvements and platform innovation |
| Internal collaboration to deliver commercial goals | Collaborate closely with Product, Sales and Marketing teams to align customer strategy with commercial and platform objectives |
| Customer Support & Issue Resolution | Resolution of issues raised outside of those raised and resolved within the Customer Support Desk |
| Support the Marketing team | Build customer advocacy initiatives, including case studies, testimonials, advisory groups, referrals and sector partnerships |
| Support the Product team | Requesting customer support in testing new features and trialling new functionality |
| Customer Events | Attend, present and support the Marketing and events team in the delivery of customer events |
What success looks like in this role:
To be considered for this role, you will need to meet all of the “Essential” items listed. To achieve the upper level of the salary range, you must provide evidence that you exceed all of the “Essential” items and meet or exceed a number of the ”Desirable” items listed below.
These values are a key consideration when hiring a new team member; we need to feel each team member shares these values:
See the top of this job spec for the application deadline.
Send your email to: working@vepple.com
Your application must include the following information:
Please note: the successful candidate must, by the start of their employment, have permission to work in the UK.
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No recruitment agencies – thank you.
Leeds (Hybrid). Our office address is: Consort House, 12 South Parade, Leeds, LS1 5QS.
We offer a flexible hybrid working approach, allowing a balance between home and office-based work. For this role, you’ll be required to attend the Leeds office approx. 2 days per month (more during the first few weeks for onboarding and so you can get to know the team!)
This role requires regular in-person meetings and event attendance. Broadly speaking, we would suggest the requirement will be to have in the region of 3 to 4 nights away per month.
