Retailer Customer Success Manager, Driftrock

• A track record of training dealers or automotive retailers on software or digital tools, with measurable adoption to show for it
• A solid understanding of how automotive dealers qualify and manage sales leads, from the moment a form is submitted to the point it reaches the sales floor
• Hands-on experience providing support via chat or ticketing systems, resolving customer questions clearly and efficiently
• Confidence running training sessions remotely, with the ability to adjust your style for audiences ranging from tech-savvy sales managers to people who've never used the platform before
• Strong written communication: you write clearly, concisely, and without jargon
• UK-based, with the ability to work within standard UK business hours
• Not sure you tick every box? Please apply anyway

Desirable

• Start date: As soon as possible
• Reports to: Head of Customer Success
• Driftrock works with some of the world's biggest automotive brands
• A national brand campaign delivers the most value when the retailers that sit within it are fully engaged: logging in, qualifying leads, and feeding signals back up the chain
• Retailer engagement is one of the biggest levers we have for proving that value, and this role is dedicated to making it happen
• This is a newly created position, built to serve a growing network of UK automotive retailers using Driftrock as part of their brand's lead management setup
• You'll be the person who helps retailers get from setup to full engagement: qualifying leads with confidence, using reporting to track progress, and contributing to the data loop that powers the whole account
• It's a role with clear impact, sitting at the heart of how Driftrock supports and grows its biggest brand relationships
• You'll be accountable for retailer success across the Driftrock platform: ensuring retailers are active, confident, and getting measurable value from the tools available to them
• Your first 90 days:
• By day 30: You have a clear picture of where retailers are in their Driftrock journey: who is set up and active, who is part-way through onboarding, and where the biggest opportunities to drive engagement sit. You've spoken to a range of retailers and started building relationships with key contacts across the network
• By day 60: You've built a repeatable onboarding flow, run your first training sessions, and established a clear cadence for checking in on engagement metrics across your retailer portfolio
• By day 90: Retailer login rates and lead qualification rates are visibly improving. You've established a feedback loop between the retailer network and the Driftrock CS team, and you're proactively flagging risk and opportunity across accounts
• Onboard new retailers onto the Driftrock platform, running training sessions that build confidence and get teams up and running from day one
• Monitor retailer engagement across your portfolio, using platform data to track login rates, lead qualification activity, and reporting usage, and reach out proactively where there's room to improve
• Run proactive check-ins with retailer contacts to coach them on lead qualification, reporting, and getting the most from the tools available to them
• Drive signal closure rates by helping retailers understand why passing conversion data back to the brand account matters, and making it easy for them to do so
• Triage and resolve retailer support requests via chat and ticketing, ensuring fast, clear answers to questions about the platform
• Build and maintain training materials (guides, videos, walkthrough docs) that make self-service easier and reduce repeat queries
• Feed insight upward to the CS team and wider business: what are retailers struggling with, what's working, and what should the product team know?

• A short intro call
• A conversation with Elliot, the hiring manager
• A practical task based on real challenges, never unpaid spec work
• A final conversation with the team