At Qvidian our expert teams are united by one mission: how we build our platform matters as much as what we build. Whether that’s providing top-notch customer support or product features driven by decades of industry experience, all our teams are dedicated to making our customers’ work more meaningful.  

Behind every feature, release, and customer win at Qvidian is a team of real people who bring deep expertise (and a lot of heart) to their daily work. In this blog series, we’re taking you behind the scenes with “day in the life” spotlights on the product experts who help shape, support, and continuously improve Qvidian. From the meetings and problem-solving to the customer conversations and small moments that make the day, you’ll get a closer look at the humans powering the platform. 

Alright, let’s get started with another edition of Day in the Life. For this edition, we’re talking with Sophie Reep a customer success manager here at Qvidian.

Describe a typical day as a Qvidian Customer Success Manager 

I like to start my day with coffee and emails. Mondays are usually focused on Salesforce updates, renewals, and following up on expansion opportunities to keep momentum moving. 

The rest of my day is spent preparing for customer calls, running check-ins, and helping clients overcome challenges. This could involve coordinating with Support or Professional Services, organising training, or helping customers get more value from Qvidian features like Projects, AutoFill, and AI Assist. 

No two days are the same, which keeps the role interesting. I always end the day by updating my to do list, as I have the memory of a fish! 

How do you help Qvidian customers?  

My role as a CSM is to help clients achieve their goals through the adoption of Qvidian. I’m their shoulder to lean on, biggest cheerleader, and someone who helps keep projects on track and moving forward. I want clients to genuinely see value from Qvidian by improving automation, strengthening RFX workflows, overcoming challenges, and making the most of enhancements that could be a real game changer for their team. A big part of my role is pulling in the right people at the right time, whether that’s working with our Professional Services or collaborating with Support to help clients get the best possible experience. From quick check-ins to bigger strategic conversations, I want clients to know they’ve always got someone in their corner. 

In your own words, what makes Qvidian unique?  

What makes Qvidian unique to me is the combination of the technology and the people behind it. Qvidian has been helping proposal and RFX teams since 1992, so the platform has been built around real customer challenges and real feedback over many years, not quick trends. Backed by over 20 years of expertise from The Sant Corporation and Kadient, and now part of Upland Software, there’s a huge amount of knowledge and experience behind the product. 

I also think the support clients receive really stands out. Clients are not just given software and left to figure it out themselves. They have Customer Success, Training, Professional Services, and Support teams all working together to help them improve processes, increase automation, and get long-term value from Qvidian.  

What industry trends are you excited about?  

One trend I’m particularly interested in is how AI is being used to support proposal professionals rather than replace them. The strongest teams are using AI to handle repetitive, time-consuming tasks such as writing executive summaries, analysing RFP requirements, checking compliance, and answering multiple questions from a single response. This allows proposal and sales teams to spend more time on higher-value work like strategy, storytelling, relationship building, and tailoring responses to clients. I think this balance is critical. AI works best when combined with human expertise, industry knowledge, and emotional intelligence. It’s less about removing people from the process and more about helping teams work faster, smarter, and more consistently. 

Why did you choose customer success as a career?

It’s simple really, I’m all about people. I started my career in the events industry, making sure every guest felt looked after, and every experience was tailored to their needs. I thrive on human interaction, so Customer Success felt like the perfect fit for me. Every day I connect with amazing people, from my team to my clients, hearing their thoughts, sharing knowledge, and learning from their experiences. I love helping customers get real value from Qvidian and supporting them. There’s huge satisfaction in seeing clients succeed. 

What do you like to do in your free time?

In my spare time I love staying active, whether that’s running, going to Pilates classes, or heading out for a long walk with friends. I’m very social and happiest catching up with people, especially if there’s a pub garden and a few dogs involved. I’m a huge animal lover and will absolutely stop in the street to pet a dog. I’m also a bit of a coffee snob, my go-to order is a flat white. My Spotify Wrapped is usually a mix of Miley Cyrus, Little Simz, and Fleetwood Mac. 

Sophie Reep

Customer Success Manager

Sophie has three years of experience in customer success and implementation management in SaaS. Outside of work she enjoys live music, long walks, cooking, and nurturing her plant collection.