About Drift

Drift is the Revenue Acceleration platform that uses Conversational Marketing and Conversational Sales to help companies grow revenue and increase customer lifetime value, faster. More than 50,000 businesses use Drift to align sales and marketing on a single platform to deliver a unified customer experience where people are free to have a conversation with a business at any time, on their terms. Our mission is to use conversations to make business buying frictionless, more enjoyable, and more human.

About the role/ About the team:

At Drift we are customer centric to our core. Drift’s Customer Success Operations team is a key partner in the hypergrowth of our Customer Success organization. Our mission is to build a consistently high-achieving, understood, and predictable revenue engine.

Drift’s Operations team sits at the center of all of our customer-facing teams, and we’re looking for someone who can empower our rapidly growing Customer Success teams. We create smooth internal processes, empower CSMs with data, and help our customers find value in Drift. The right candidate will bring CS Ops experience from the B2B domain, CS planning, and reporting. If you are a positive, curious and motivated person who likes a fast-paced environment, enjoys problem-solving, and has the urge to improve processes on an ongoing basis, you will enjoy being a member of the Drift Customer Success Operations team.

What you will be doing on the CS Ops Team:

• Partnering with CS leadership across functions (CSM teams, Professional Services, Onboarding, Technical Solutions) to ensure that our various teams run smoothly and have the resources they need to succeed as we grow
• Plan and execute customer book of business allocation, build assignment models to ensure fair opportunity among our team
• Build and own planning models for emerging teams within the Customer Success org
• Take on additional responsibilities within the planning function (headcount & capacity planning, ratios, new hire ramp, compensation)
• Identify, communicate, and implement strategic insights to improve our business
• Keep key department documentation up-to-date, and work directly with CS leaders on critical strategic, organizational, and operational projects

In one month, you’ll:

• Go through extensive company-wide training on Drift’s industry, offerings, and customers
• Meet with CS and Operations Leaders to understand current states of their businesses, and start to identify areas for improvement
• Learn all key components of our customer journey, and our key customer health and retention metrics
• Begin to attend and participate in key CS Operations routines

By month 3, you’ll:

• Deepen relationships with your CS Ops team members and CS leaders
• Participate and start to take an ownership role of key CS Operations planning routines/cadences
• Familiarize yourself with the customer assignment process and all post-sale book of business management
• Identify gaps or inefficiencies in our customer journey – where are things falling through the cracks? Where can we reduce friction?

By month 6, you’ll:

• Own key functions related to planning across the CS organization
• Translate any inefficiencies or gaps in our customer journey you have observed into actions to address them
• Plan, execute, and measure specific CS territory planning projects in conjunction with CS leaders

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

• 2+ years of experience in CS Operations, CS Strategy Revenue Operations, Professional Services Operations, or related functions in a B2B Technology organization
• B2B company experience: scaling an organization through significant growth
• Experience in key tech stack systems like Salesforce
• Experience with reporting and analysis tools (Excel/Sheets, SF Dashboards & Reporting, Looker/Tableau)
• You are a self-starter with a voracious appetite to learn and grow
• You are able to translate complex data into simple insights, and communicate them effectively
• You are methodical in your routine and pride yourself in the accuracy of your work
• You are curious -- you want to be the person who solves the problem
• You are well spoken and your written and verbal communication is clear
• You can adapt to rapidly-changing environments and work with cross-functional teams

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 an “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] #LI-Remote