About Drift

Drift®, the Conversation Cloud company, helps businesses connect with people at the right time, in the right place with the right conversation. Using the Drift Conversation Cloud, businesses can personalize experiences that lead to more quality pipeline, revenue and lifelong customers. Drift brings Conversational Marketing, Conversational Sales and Conversational Service into a single platform that integrates chat, email and video and powers personalized experiences with artificial intelligence (AI) at all stages of the customer journey. More than 5,000 customers use Drift to deliver a more enjoyable and more human buying experience that builds trust and accelerates revenue. Representing less than 1% of unicorns led by Latino founders, Drift is building an equitable, enduring company to transform the way businesses buy from businesses.

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

• Coach, lead, and mentor an impactful team of individual contributors
• Work with customers across all industries to drive satisfaction, further engagement and adoption
• Continue hiring a dedicated and ambitious team of CSMs who can drive the success and growth of our Mid-Market customers
• Drive continuous improvement through timely feedback, weekly 1:1 meetings, and team building
• Contribute best practices to increase product adoption and customer satisfaction
• Partner with our MM Sales Managers & Renewal Managers to support the expansion of Drift customers
• Measure team effectiveness through data/reporting, forecasting (health & churn), performance against core metrics, and customer outcomes
• Support your team to hit retention and customer health goals on a quarterly and annual basis
• Work with your Sr Managers & Customer Success leadership to ensure the team has the training, coaching, and tools vital to improving customers’ experience.

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

• We’re looking for an MM Customer Success Manager who has experience managing individual CSMs & who has 5+ years experience interacting and managing customers
• 3+ years of managing individual contributors
• Consistent record of meeting or exceeding retention and adoption goals
• Excellent ability to communicate internally and externally, ability to quickly build relationships, and work well cross-functionally
• Must have customer facing experience and feel comfortable interacting at the V/C level
• Proven ability to hire, train, and enable CSMs with strong performance leadership skills
• Ability to identify and resolve problems in customer situations
• Strong understanding of SaaS applications within the MarTech and Sales Tech space
• CRM and CRM reporting and data analysis/modeling experience is a plus
• Comfortable and willing to be a hands-on contributor

Additional traits that will be helpful for success:

• Customer Centricity: You are a trusted partner and advisor to your customers, and their needs influence your success strategy, best practices, and processes.
• Agility/Rigor: 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 finding solutions.
• Extreme ownership: You hold yourself & your team accountable to a high bar. You are supremely organized, and help your team with organization.
• Results & Data Driven: You understand the metrics of the business you are responsible for, adoption, health, retention, to growth, you are constantly evaluating the metrics and performance of your team. You share your insights to make the team stronger.

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 Founder.

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 disabilities@drift.com.

For Colorado residents: The base salary range for this role’s listed level is currently $104K to $130K for Colorado residents only. Through a review of equity with other team members, market data, experience, knowledge, skills and the abilities of the applicant, the level and salary ranges may change. Sales roles are also eligible for incentive pay targeted at a percentage of the base salary. Disclosure as required by the Colorado Equal Pay for Equal Work Act, C.R.S. § 8-5-101 et seq.