Customer Success Manager

| Greater Boston Area | Hybrid
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Everyone who works at Drift has a part in driving customer success. The goal of the Customer Success Team is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want.

We're looking to add more Customer Success Managers to our growing Customer Team in Boston and San Francisco !

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

Customer Success Managers at Drift embody the following core values and qualities. Do these describe you?

  • 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. As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn.
  • Scrappiness: You are energized by rolling up your sleeves and making things happen.
  • 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 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 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.
  • Technical capabilities: You’re thrown something SaaS Software/Internet related and can move quickly through it with a strong sense of comfort and confidence (e.g. Integrations, APIs, JavaScript, CRM)

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

If what you just read excites and describes you we’d love to talk to you. We are building our team of Drift Customer Success Managers and are looking for folks who can challenge, inspire and motivate us to make amazing things happen for our customers. We have a strong preference for 2+ years of Customer Implementation/Account Management/Customer Success experience, preferably in a software or Sales/Marketing environment.

About Drift

Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA.

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Technology we use

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

Location

Our Boston Conversation Space is right in the heart of the Back Bay - this is a place where Drifters can gather and work, connect, eat, teach, learn.

An Insider's view of Drift

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.

Brit

Director of Learning and Development

What are Drift Perks + Benefits

Drift Benefits Overview

At Drift, we value and are committed to each and every employee. Our goal is to provide an enriching environment where employees are engaged and are proud to be part of the Drift family. We continue to promote a culture of health and wellness, establishing a work environment that promotes a healthy lifestyle, decreases the risk of illness, and enhances your quality of life.

In addition to premium health, dental, and vision plans, we also offer generous PTO, parental leave, 401K matching, wellness perks and discounts, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a subscription to Headspace, and valuable discussions and trainings through our Employee Resource Groups.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated 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 insurance
Vision insurance
Health insurance
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
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
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
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Our Conversation Spaces are all fully stocked with snacks and drinks for the employees who decide to utilize the spaces.
Some meals provided
Company-sponsored happy hours
Recreational clubs
Fitness stipend
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.
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks
Personal development training

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