About Drift

Drift is the Conversational Marketing 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.

Drift is hiring our first Director of Digital Success to maximize customer satisfaction and retention through partnership with The Customer Team, Marketing, Sales, Operations and our Product team.  In this role you will lead the strategy and execution to ensure measurable customer experience improvements and stability. 

Key Responsibilities 

• Analyze and optimize the customer journey with a data driven lens.  You will drive process improvements and cross functional programs to reduce friction and customer pain points
• Define and implement customer listening strategy to ensure we are collecting customers’ needs (Field Ops, Red Flags, NPS, Surveys, UX research)
• Identify opportunities for improvement across key touchpoints in customer journey 
• Drive product adoption and expansion of use through review of surveys, tickets, red flags, feature requests, product usage, and other signals of friction 
• Automate steps in customer journey to improve the CX and free up employees to do value-add work
• Create digital CX campaigns, providing targeted recommendations to customers to follow best practices based on deep analytics and personalization
• Advocate for product enhancements and new features based on CX data and customer insights
• Drive improvements in cross functional processes for closed loop product feedback through pendo and product release notifications 
• Develop detailed customer lifecycle process flows for each customer segment and for key products
• Partner with Marketing, Sales & Renewal teams to identify and drive new sales opportunities, renewals, and revenue expansion opportunities

If what you just read excites and describes you, we’d love to talk to you! We are looking for people who can challenge, inspire and motivate us to make amazing things happen for our customers. We have a strong preference for:

• 10+ years of experience in customer success, customer experience, customer insights, or Project Management, preferably in high growth, entrepreneurial environments.
• 5+ years management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
• Deep understanding of the needs of growing businesses and a strong business acumen.
• Strong communication skills, with the demonstrated ability to drive cross functional initiatives and influence stakeholders.
• Experience scaling an organization through significant growth
• Ability to translate complex data and concepts into simple and logical ideas, and communicate them effectively to align stakeholders
• Strong data and analysis fluency

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 a “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]