Head of Customer Success Enablement
We’re looking for someone to help maximize the output and service delivery of every Drift Customer Success Manager. Who better to do this than someone who has been a leader in Sales, Marketing, Servicing Sales/Marketing, or even better...a Drift power user? We want to hire someone with a deep understanding of the needs of Sales and Marketers to help us better service and drive change with our customers. You’ll be helping us innovate the way we train customer facing teams, putting the customer experience in the center of the curriculum. Let’s GO!
What you’ll be doing on the Customer team at Drift:
- Define and evolve the core Drift Customer Engagement Strategy in partnership with our Sr. Director of Customer Success and VP of the Customer Team
- Participate in hiring of new CSMs and evolving our interview process
- Develop and drive the onboarding curriculum and standards for training all new CSM hires
- Develop and drive the ongoing curriculum and standards for training existing CSMs
- Develop and drive a development and feedback program aligned with Drift’s Key Customer Experience Indicators (KEIs) through shadowing and observing CSMs in action
- Define and help to operationalize the core processes and systems of our Go to Market service delivery strategy
About you and what type of skills you’ll need:
- 5+ years in Marketing or Sales, Customer Success/Service for Sales/Marketing and/or Drift Customer (preferably in SaaS)
- You have leadership and management experience
- You are passionate about training, and have experience building training programs
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