Applications are now closed
Please note – 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 purchased by university marketing teams to play a key role in the recruitment of students and is described by customers as an essential tool in their student recruitment arsenal, using the platform to drive high-quality lead capture, increase applications, drive conversions, and support events.
Vepple is the personalised virtual experience platform that shows only the content that a student wants to see, and takes them on a personalised journey through campus buildings, facilities and local areas that are crucial when it comes to making their university choices.
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 Senior Customer Success Manager to ensure our customers get maximum value from the platform, renew their contracts and reinforce our reputation of being the go-to provider of university online virtual experiences in the UK. We’re looking for someone who can deliver outstanding customer service, build long-lasting relationships with our university partners and help us to reach our ambitious commercial goals.
This role is heavily relationship-focused and as such we are looking for a ‘people person’ who can engage key stakeholders at all levels. This role would suit someone who is highly energetic, organised, results-oriented and passionate about helping customers to achieve their goals.
The successful candidate will report to Tom Greveson (Co-Founder and CEO), working closely with him, as well as our sales, marketing, product and development teams.
Vepple is an Enterprise SaaS platform operating in the Ed-Tech space, specialising in student recruitment.
Revolution Viewing Ltd, is the parent company of Vepple. Revolution Viewing operates as a brand in the Home Builder sector, providing high-quality visual content.
Since 2004 we traded as Revolution Viewing in the Higher Education sector (Vepple was born in 2021 as a product of Revolution Viewing’s Higher Education arm), that changed when we re-branded the business as Vepple in December 2024. If you wish to know more, our CEO explains the re-brand rationale in this video – link.
We are a team of 20 people operating as specialists at the top of our game; we’re a team who take their work seriously, but we never take ourselves too seriously. We’re immensely proud of the well-established Vepple culture that has led to being respected within the sector and has been an important part of our high growth over the past few years.
The Board is keen to provide employees with the flexibility to choose working patterns and working locations (office, home, hybrid) that will support their work-life balance, maintain our great working culture and encourage team collaboration. All of our employees currently have the freedom to choose where they work from, be that from home or the office. A number of our team regularly make use of our office situated on Kirkstall Rd on the outskirts of Leeds City Centre. This office space provides workstations, collaborative / break-out space, a formal meeting room and plenty of free car parking spaces.
Meet some of the Vepple team: Team Gallery
See some of what we get up to: Instagram
See what we talk about: Linked-In
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.
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 deliver 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 to 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 review meeting.
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.
Today is all about the University of X meeting, it’s a two hour journey, 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, the meeting 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 CTO for clarity.
After the meeting, you have lunch with their Marketing Director before heading back. Once home, you update the CRM with your notes, email the customer to thank them, and set expectations for when you’ll provide answers to their technical questions—Friday at the earliest, since the CTO is on annual leave tomorrow.
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 turning those opportunities into revenue.
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.
Exciting news! The Chief Commercial Officer has won a new Vepple customer! You meet with her to discuss their goals and plan logistics for their in-person onboarding session. You also outline a smooth transition process to ensure the customer feels supported as they move from New Business 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.
Next week, you have a full day of onboarding (we call it “KickStart”) with the University of Y. Since it’s a longer trip and you need to be on campus at 9:30am, you book an overnight stay at a hotel (for you and your Developer colleague) within budget and map out how you’re going to get there.
You email your lead contact at the University of Y to remind them of a few important items they must prepare before their KickStart session. You call the Vepple developer who will attend KickStart with you, and you run through the logistics of getting to the hotel and check that they have completed all of their pre-onboarding set-up tasks.
Later, you review an email from the CTO 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.
To achieve the upper-level of the salary range you must provide evidence that you have substantial experience in each of the job remits below. If you don’t have the relevant experience and require further training/time to reach the required skill level, then this will be reflected in the salary offered.
We are looking for someone who can:
Support marketing by getting advocates to provide collateral such as testimonials, case studies, and referrals
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.
Applications are now closed.
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.
For updates on Vepple and any vacancies, we recommend you follow us on LinkedIn.
Hybrid working with a requirement for in-person (in Leeds) meet-ups, 1 day 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 1 to 3 nights away per month.
Our office address is: 103 Kirkstall Rd, Leeds (LS3 1JL)
Applications are now closed.
