Manager, Strategic MM Customer Success

| San Francisco, CA | Remote
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About Drift  

Drift is the Revenue Acceleration platform that combines chat, email, video, and automation to remove the friction from business buying. With Drift, you can start conversations with future customers now, on their terms -- not days later. There are over 50,000 businesses that use Drift today to generate more revenue, shrink sales cycles, and make buying easy. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

About the role and team

We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The goal of Customer Success is to ensure our customers get the most out of their investment with Drift. We do this by working strategically with our customers to ensure strong business outcomes, leveraging a consultative approach, Drift best practices, and maniacal attention to detail. 

Reporting to the Director of Customer Success, as the leader of the Strategic Mid-Market CS team, you will directly manage our CS team and be responsible for the delivery of successful customer engagements that drive ROI of their Drift program. You thrive in a fast-paced environment and leverage your consultative and exceptional communication skills to develop meaningful relationships with both customers and colleagues.

What you’ll be doing on the team:

  • Lead and scale our growing services business, ensuring an excellent customer experience and that outcomes meet customer goals.
  • Hire, enable, coach, and develop your team of high performing Drift experts to align with individual, team, and company goals.
  • Partner with Onboarding and Account Management teams to ensure your team is meeting customer expectations.
  • Analyze customer performance data to optimize team performance and enhance customer experience and retention rates.
  • Partner with go-to-market leaders to improve and Customer Success deliverables.

By month 3 you'll 

  • Complete all employee and manager-related onboarding activities.
  • Develop a solid understanding of Drift’s products, teams, how goals are set, and how work gets done; begin to work effectively cross-functionally to achieve goals.
  • Be able to articulate the value of our service offerings and answer prospect and customer questions.
  • Have participated in multiple customer calls with each of your team members, establishing important customer relationships at the same time.
  • Document your observations, questions, and recommendations as you come up to speed.
  • Continue to master your knowledge of Drift products and have a deep understanding of the industry.
  • Establish a cadence of working with other managers and leaders on the CS and Sales teams.
  • Determine and assess a variety of opportunities to increase the depth and breadth of our services offerings.
  • Help recruit and hire open positions on your team.
  • Work with Drift’s People Team to find a leadership mentor.
  • Collaborate with your team to establish a deep understanding of each customer in their book of business. Ensure process adherence and positive progress toward customer goals. 
  • Serve as an escalation point for your team.
  • Advise each team member on development goals and progress. 

By month 6 you'll 

  • Have a proactive, independently managed routine established for working with your team.
  • Be consistently hitting your goals.
  • Partner with Voice of the Customer to ensure visibility into customer satisfaction with engagements.
  • Develop process efficiencies in partnership with your team, enablement and Operations.
  • Work with your manager to identify a plan of continued growth for yourself and each team member you manage.
  • Bring your thinking, strategy, and ideas to the team to develop a vision for the evolution, growth, and scale of the services team.

By 1 year you’ll

  • Lead a team that successfully delivers a variety of valuable services to customers, possibly including revenue acceleration strategy, Drift optimization, customer training, technical account management, and more.
  • Meet or exceed all goals, including customer outcomes and satisfaction, as well as Drift business and people goals.
  • Have established strong relationships with a wide variety of customer leaders.

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

  • 8+ years of customer success experience.
  • 5+ years management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
  • Strong consultative skill set and communication skills, with the demonstrated ability to influence customer and internal stakeholders.
  • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
  • Quick learner, always looking to embrace and master new technologies.
  • Deep understanding of the needs of growing businesses and strong business acumen.

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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