Director, Customer Success at Drift

| Boston, MA
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About Drift  

Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

What you’ll be doing on the customer team at Drift:

  • Continue hiring a talented and ambitious team of CSMs who can drive the success and growth of our small business and mid-market customers
  • Develop a strategy for enterprise customer engagement, adoption, project management, change management and growth
  • Partner with our VP of Sales to support the expansion of Drift customers
  • Liaise with our product team to demonstrate enterprise customer product needs
  • Accurately forecast your team’s business for current and future quarters
  • Hit your enterprise net retention and customer health quota on a monthly, quarterly, and annual basis

About you and what type of skills you'll need:

  • We’re looking for an enterprise success leader who has experience both building and executing a go-to-market strategy for success in a fast growing tech company
  • The quality of your success to date supersedes the amount of time you’ve spent doing it. With that said, we want to see someone who has led a successful enterprise team for 5+ years. We need to see demonstrated consistency, growth, and accountability. Show us your work.
  • Customer Centricity: You are a trusted partner and advisor to your customers, and their needs are your north star.
  • Agility/Rigor: “Give me what I need to get moving” is your mantra with your team. As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn and help your team learn
  • Scrappiness: You are energized by rolling up your sleeves and making things happen, and enabling your team to do the same.
  • Extreme ownership: You hold yourself accountable to a high bar. You are supremely organized, you see what needs to happen, and you don’t just roll with it, you run with it.
  • Implementation, Project & Changes Management Chops: You know what it takes to get customers moving quickly and seeing value from software for their business. You also know what it takes to drive change through an organization, and to support CSMs in how to guide customers through that change.
  • Problem solving: Getting to the root cause of a challenge and coming up with a solution is second nature to you. You have an eye for identifying problems, and an even stronger skill in taking positive proactive action.
  • Results & Data Driven: You understand the metrics of the business you are responsible for, from implementation, adoption, health, retention, to growth, you are constantly evaluating the metrics and output of CSM efforts. You leverage these insights to drive constant improvement. You are 100% comfortable driving team accountability and ownership of their individual customer metrics.

Drift is committed to being an equal opportunity employer

We know that applying for a new job can be intimidating. But guess what? At Drift, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO

If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!

Drift is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at [email protected] #LI-Remote

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

How do you collaborate with other teams in the company?

I feel really lucky because I get to work with the Sales, Customer Success, Product, and Ops team on a regular basis. We say "One team, one dream" un-ironically and are always willing to hop into anything that benefits the customer.

Sara

Conversational Marketing Specialist

What makes someone successful on your team?

Our leadership principles are the core of who we are and how we operate every day. Bringing these in to your actions, decisions, and how you deliver results is the surest way to be successful here. Walk the talk. Focus on the customer. Deliver results every single day.

Kari

Director of Learning and Development

What is your vision for the company?

Today, all of our lives run in real-time. As a result, our expectations for how we communicate with businesses have changed: we expect answers in real-time too. Customers have all of the power today, and that’s why we put a premium on how we’re treated. Businesses need to adapt to this shift in order to thrive today, and that’s what we focus on.

David

CEO, Co-Founder

What’s the vibe like in the office?

High-energy! From sales, to marketing, to customer success and beyond everyone rallies around one common goal which is putting the customer first. End of month is always exciting for this reason.

Amanda

Customer Success Manager

What are Drift Perks + Benefits

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family we offer an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Intracompany committees
We hold two all-hands meetings a week - Monday Metrics where we align on goals for the week, and Show and Tell where someone from each department presents a project they're working on.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
At Drift we have eight different Employee Resource Groups for people of similar backgrounds or interests to promote inclusion.
Hiring Practices that Promote Diversity
We have a recruiter devoted to diversity sourcing to help us reach our diversity related hiring goals.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Mental Health Benefits
We offer all employees a free subscription to the Headspace meditation app, employee-led yoga and meditation breaks, and have an Employee Resource Group that focuses on mental well-being
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We have unlimited vacation time, which includes sick days, paid holidays, etc.
Paid Volunteer Time
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Stocked Kitchen
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Happy Hours
Recreational Clubs
Fitness Subsidies
Home Office Stipend for Remote Employees
We offer a home office stipend to all employees, as well as a $100 credit each month towards internet, office supplies, etc.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Customized development tracks
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