Manager, Customer Onboarding Services

| Greater Boston Area | Hybrid
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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.

About the role / About the team

We put the customer at the center of everything we do, and everyone who works at Drift has a part in driving customer success. The goal of Professional Services is to ensure our customers launch Drift successfully, adopt it into their organization, and achieve the results and value they want in partnership with the Customer Success team. We are currently looking to grow our Onboarding team to ensure customers are set up to realize the full potential of their Drift investment. 

As a Manager of Onboarding Services you will manage our Onboarding team and be responsible for interviewing, hiring, evaluating, training, coaching and leading a team of new and established Onboarding Specialists and Managers. You will also be responsible for partnering across teams to fully deploy and operationalize onboarding services in support of customer health and customer retention. 

What you’ll be doing on the team:

  • Coaching, enabling and developing your team to align with individual, team and company goals 
  • Lead internal process initiatives and focus on cross functional alignment with other teams such as Sales, Customer Success, Company Success and Product
  • Helping to scale our Onboarding Program to service more of our customer base

In one month you'll

  • Attend comprehensive organization training and learn the Drift story, how we work and our goals for the future
  • Experience an in-depth product training, including learning how to use the product for your own business
  • Have 1:1 meetings with your direct manager, direct reports and CS business unit leaders
  • Shadow colleagues in both CS and Sales, learn best practices for what make Drift Customers successful
  • Partner with Customer Success Enablement to ensure standardized product understanding across the team. Establish the baseline of product knowledge to grow from. 
  • Attend Weekly Customer Success Metrics meeting with all CS Leadership.
  • Complete Management online training courses hosted by the People team. 
  • Propose process changes that will ensure your team’s future success.
  • Be fully responsible for your team and their customers--accountable to customer health outcomes other KPIs.
  • Kick off and lead one customer onboarding to dive deeper into team process and develop understanding of customer experience. 

By month 3 you'll 

  • Continue to master your knowledge of Drift products and have a deep understanding of the industry.
  • Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class onboarding process.
  • Establish a cadence of working with other Managers on the CS team. 
  • Work with Drift’s People Team to find a Manager mentor.
  • Collaborate with your team to establish a deep understanding of each customer in their book of business. Ensure process adherence and positive progress towards customer health. 
  • Serve as an escalation point for your team.
  • Advise each team member on development points. 
  • Your team should be achieving your customer onboarding and health targets.

By month 6 you'll 

  • Have a proactive, independently managed routine established for working with your team.
  • Help team drive customers successfully through onboarding within a fast paced environment.
  • Help recruit and hire open positions on your team.
  • Be consistently hitting and exceeding your onboarding and health targets. Develop process efficiencies in partnership with the team, CS enablement and Product.
  • Work with your manager to identify a plan of continued growth for yourself and each team member you manage.
  • Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future.

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

  • 1+ year of management experience, preferably within a customer success organization or comparable customer-facing roles, in a high growth technology company.
  • Willingness to experiment – even if something doesn't work, be prepared to learn from your failures.
  • Ability to work across teams including marketing, product, sales, IT and operations.
  • Quick learner, always looking to embrace and master new technologies.
  • Deep understanding of the needs of growing businesses and a strong business acumen.

Drift is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 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] 

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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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