Customer Success Analyst

| Greater Boston Area

At Drift we are customer centric to our core. Fun fact, our logo is a group of people surrounding a customer. We believe in doing things that don’t scale and strive to provide an experience that is unparalleled in B2B SaaS each and every day.

In Operations, we partner with the Customer and Support teams to provide that kind of experience. We do our best to reduce the friction of handoffs, to empower CSMs with data on which customers are killing it and which need help, to find our aha moment and help our customers get there as fast as we possibly can. If those are the kind of problems that interest you, let’s talk.

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

  • Daily, weekly, monthly retention reporting all the way down from the aggregate, to the pod, and finally the individual level
  • Work directly with the Team on forecasting and KPI reporting so we always know where we are relative to our goals
  • Data dives and visualization to detect warning signs of churn, find the ideal onboarding process, or identify upsell opportunities
  • Manage customer distribution across the team ensuring the best possible experience for customers
  • Track accounts by individual, channel, and segment to identify performance benchmarks across our customer base

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

  • You are collaborative and like working closely with others
  • Enjoy working in a fast-paced environment and you are not afraid to be scrappy
  • Are a numbers junkie who loves slicing and dicing data and sweats the details
  • You are able to translate complex data into simple insights
  • Have an eye for inefficiency and like to fix challenging problems

Things you love doing...

  • Everything Excel (pivot tables, vlookups, forecasting)
  • CRM management (Salesforce workflows, customization, reporting)
  • Process management (Zapier, Google, Trello, Jira)
  • SQL analytics (Mode, Redshift, and more)

About Drift

Drift is the world’s first and only conversational marketing and sales platform. More than 100,000 businesses use Drift to provide a modern buying experience for potential customers, generate more qualified leads, and dramatically accelerate the sales cycle.

At Drift, team members:

  • Have complete ownership and accountability over their role and functional area
  • Have complete transparency into the rest of the company (and are expected to show their work and do the same)
  • Have a sense of urgency. We are building a once in a lifetime company at Drift, so we move fast every single day
Read Full Job Description

Location

Right in the heart of Back Bay 🙏
222 Berkely, Boston, MA 02116

Insider's spotlight

What are some social events your company does?

We've been to Nashville, Austin, and Killington for our yearly company retreat! Where to next?!

Drift

Team

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

Retirement & Stock Options Benefits
401(K)
401(K) Matching
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