Customer Success Manager, Drift
Enterprise
$80-100k
Revenue acceleration platform for businesses
Job no longer available
Revenue acceleration platform for businesses
501-1000 employees
Job no longer available
$80-100k
501-1000 employees
Company mission
To empower businesses to boost revenue and build greater customer loyalty.
Role
Who you are
- 4+ years of customer facing experience in an implementation or customer success role, preferably in a software or Sales/Marketing environment
- Experience in high growth companies
- Deep understanding of the needs of growing businesses and a strong eye for business
- Familiarity working with Marketing and Sales Leaders to drive adoption
- Familiarity with handling Enterprise level customers
- Presentation skills required to present in front of tenured executives and relay onboarding successes with Drift
- Ability to prioritize a multitude of tasks and customers through data points like healthscore, renewal dates, revenue and risk
- Strong sales fundamentals, business & sales foresight
- Ability to work individually and within a team
- Tech savvy and eager to learn new technology and practices
What the job involves
- The goal of the Enterprise Customer Success Team is to ensure our largest and most sophisticated customers launch Drift optimally, adopt it into their organization, and achieve the results and value they want
- In addition, you will provide strategic mentorship to a portfolio of customers to ensure they are optimizing Drift well beyond their initial implementation
- You will be the “air traffic controller” for clients, closely collaborating with the Account Management, Services, and Product teams to ensure customers are successful and growing
- All this while building strong relationships with day-to-day and executive contacts within your customer base, positioning yourself and Drift as trusted advisors to the customer’s conversational marketing strategy
- In one month you'll..
- Attend comprehensive organization training and learn the Drift story, how we work and our goals for the future
- Experience an in-depth product training, including learning how to use the product
- Have 1:1 meetings with direct manager and other key players
- Shadow colleagues in both CS and Sales, learn standard methodologies for what make Drift Customers successful
- Deliver customer on-boarding calls and build strategic business plans for customers
- Be fully responsible for a book of business and running customer calls independently
- By month 3 you'll..
- Continue to master your knowledge of Drift product and continue learning about the ever-changing industry
- Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class sales process
- Continue to learn and apply the Conversational Marketing and Sales Blueprint with customers
- Work with customers daily, delivering value and helping them achieve their goals
- Partner with Account Managers to identify growth opportunities for customers
- Achieve your Net Retention and Customer Onboarding targets
- Deliver detail oriented Monthly Business Reviews on the performance of your customers
- Travel onsite to a customer and meet with executives
- By month 6 you'll..
- Have a proactive, independently led routine established for working with customers
- Drive customers effectively through onboarding within a fast paced environment
- Master conversational sales and marketing practices and consistently hit and exceed retention goals
- Work with your manager to identify a plan of continued growth
- Bring your thinking, strategy and ideas to the team to advance our creative culture and vision
Our take
Drift is trying to make the B2B buying and selling experience similar to that of a B2C one, by helping B2B businesses engage with their customers in a more personalized manner.
Drift's Conversation Cloud supplies conversational marketing, sales, and service to allow its clients to accelerate revenue by connecting with their target audiences in real-time via AI chatbots, voice, email, and video. The platform is powered by conversational AI, as well as utilizing smart integrations, and analytics.
The company serves over 5000 customers, including recognized names such as Adobe, GitLab, and Grammarly. The company has become a Microsoft independent software vendor partner to enhance its offering and deliver added value to customers globally.
Steph
Company Specialist at Welcome to the Jungle
Insights
-12% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2021
$30m
SERIES C
Apr 2018
$60m
LATE VC
Total funding: $139.6m
Company benefits
- Unlimited paid time off
- Primary and secondary caregiver leave
- Month-long sabbatical after 5 years (with a generous stipend to help you enjoy it)
- Generous home office stipend
- Comprehensive health insurance packages
Company HQ
Back Bay East, Boston, MA
Leadership
David Cancel
(Executive Chairman)They worked as CTO of BuyerZone.com, Complete, and Lookery before founding Ghostery and Performable. Having been CPO of HubSpot, they co-founded Drift as CEO in January 2015.
Elias Torres
(CTO)Having studied at Harvard, they spent 10 years as an IBM Software Engineer, before working at Lookery and Performable. They left their role of 3 years at HubSpot in September 2014 to co-found Drift.
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