Manager of Customer Success Enablement

| Greater Boston Area

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.

Enablement at Drift is the function of connecting strategy and execution, thus ensuring that your team has the training, skills, content, and tools to do their job at a high level. The Manager of Customer Success Enablement will work closely with the Customer Success leadership team to clearly understand the strategy and goals of the organization, and then work directly with the front line managers and CSMs to ensure they are equipped to carry out the strategy.

About the Customer Success 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 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 throughout the life of their partnership with Drift. 

About the Enablement Team

We have a bias for action at Drift, and everyone we hire is a builder. The purpose of the Enablement function at Drift is to connect strategy to execution. We make sure that our people have the training, skills, content, tools and processes necessary to execute our strategy.

What you’ll be doing on the team:

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
  • Meet your teammates and integrate into the CS and Enablement organizations
  • Rigorously inspect and document the CS motions, processes, and personnel
  • Deliver a prioritized list of the top three areas of focus for CS Enablement, with justifications as to why those are the areas to work on
  • Conduct your first experiment or training, and deliver your first ‘ship’

By month 3 you'll 

  • Have run several cycles of plan, execute, measure and root cause against your top priorities
  • Be regularly reporting results of the work you are doing to the senior leadership in CS
  • Have shared a key insight you have uncovered in your work, how you addressed it, and what the results were with the Executive Leadership Team
  • Have complete ownership over the onboarding, continuous learning and content services for the CS organization

By month 6 you'll 

  • Have developed a Manager Enablement program for the CS leadership team
  • Be multiplying the effects of your work by training the leadership team to amplify your programs
  • Delivering a measurable impact on the org and the business as a whole 

Job Description

The CS Enablement Manager will play a central role in ensuring our CS team is equipped to help our prospects be successful with Drift. This will include both onboarding new reps and leveling up the existing team. We expect our enablement team to understand our broader Customer Success strategy, identify areas to improve, design learning and certification experiences, and execute all the way through to full job readiness. You should be prepared to share your work, and be able to measure the impact you are having on performance. You must learn from every cycle, and constantly improve your process, efficiency, and results.

Additional elements of the job include:

  • Design the onboarding experience for new CS hires
  • Training existing reps
  • Analyze and report results of the programs you are running
  • Designing future training programs
  • Call coaching reps at all levels
  • Supporting product ‘marketable moments’
  • Developing customer assets / content, both customer-facing and rep-facing
  • Creating training videos / content for our LMS
  • Working with CS leadership to develop training plans
  • Constantly updating your own job skills via books, webinars, podcasts, etc

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

  • 4 years job experience in the Customer Success Management field
  • Experience in CS management preferred
  • History of successfully building and implementing CS training programs
  • Familiarity with Conversational Intelligence, LMS and Sales Enablement software
  • Strong public speaking skills
  • Process orientation
  • Analytical skills

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] 


Read Full Job Description
Apply now
loading ...
Emailed

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.
More Jobs at Drift21 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Internships
Marketing
Operations
Sales