Manager, Customer Onboarding Services

| Greater Boston Area
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Manager, Customer Onboarding Services 

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 and 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 onboarding  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.  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:

  • Helping to develop and scale our Customer Onboarding Program to better service our customers and leading to healthier and happier customers.
  • Working effectively with Customer Success Managers to transition onboard customers into the Customer Success organization effectively.
  • Coaching, enabling and developing your team to align with individual, team and company goals 
  • Being an important player in recruiting and interviewing within the department as we continue to grow the group.
  • Lead internal process initiatives and focus on cross functional alignment with other teams such as Sales, Marketing, Customer Success, Company Success and Product

By month 3 you'll:

  • Propose process changes that will ensure your team’s future success.
  • Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class onboarding process.
  • Master your knowledge of  Drift products and have a deep understanding of the industry.
  • 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 targets.
  • Establish a cadence of working with other Managers on the CS team. 
  • Work with Drift’s People Team to find a Manager mentor.
  • Kick off and lead one customer onboarding to dive deeper into team process and develop understanding of customer experience. 

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.

By 1 year you'll:

  • Consistently execute in the role as a leader
  • Scale and grow customer onboarding offerings 
  • Influence initiatives across other departments 
  • Retain and promote top performers on the team

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

  • 2+ years of management experience 
  • 8+ years of experience within a customer success organization or comparable customer-facing role
  • Tech experience preferred 
  • 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.
  • Team player, coach and developer of talent. Have a passion for success and making customers happy. 
  • 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
    • AngularJSFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement

Location

Right in the heart of Back Bay 🙏

An Insider's view of Drift

What are some social events your company does?

Every summer we take a few days as a team and head to Western Massachusetts for Camp Drift! Camp is an amazing weekend where we take a moment to celebrate what we have accomplished, and set goals for the coming year.

Lacey

Public Relations

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

Drift Benefits Overview

Our employees are our greatest asset. To take care of you and your family we offer an extensive employee benefit plan. On top of comprehensive health, dental, and vision plans, we also offer generous PTO, parental leave for primary and secondary caregivers, 401K matching, wellness perks and discounts, free lunch, snacks and coffee every day, the Drift book club (one free book of your choosing a month!), a mentor series, and more.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Every other week Inner City Weightlifting comes to the office to teach a fitness class to Drift employees.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Generous PTO
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Promote from within
Mentorship program
We believe in the power of mentorship and regularly bring external guests into our office to teach us.
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