Customer Success Operations Analyst at Drift

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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

At Drift we are customer centric to our core. We believe in doing things that don’t scale and strive to provide an experience that is unparalleled in B2B SaaS each and every day.

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. Our north star goal is to build a consistently high-achieving, understood, and predictable retention and expansion engine by creating smooth internal processes, empowering CSMs with data, and helping our customers find value in Drift. If those are the kind of problems that interest you, let’s talk.

By 3 months, you'll...

  • Examine and understand the full customer lifecycle at Drift to drive continued results.
  • Begin to take ownership of crucial systems, reporting, and analysis within our CS Ops team, including administering solutions within the CS tech stack.
  • Partner with CS Leaders to understand their teams, business units, and goals.
  • Learn all of the existing systems, routines, and cadences that drive our Customer Teams, including our forecasting motions for both key business units and individuals. 
  • Deep dive into our retention reporting and analysis; helping identify key strategic insights to improve our business.

By 6 months, you'll..

  • Identify gaps and inefficiencies in our customer journey, and begin to implement solutions for those gaps.
  • Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify upsell opportunities.
  • Take ownership of specific aspects of our customer journey, like retention forecasting, customer health, renewals, and professional services.
  • Support portfolio management through reporting and dashboards across all teams, including Customer Success and Professional Services, to ensure the best possible experience for our customers. 

By 1 year, you'll...

  • Be an invaluable partner and resource to CS Leaders.
  • Play a crucial role in building out Drift’s CS Ops function as a foundational member of the team.
  • Serve as a subject matter expert on critical CS Ops systems and processes.
  • Support the customer lifecycle through ongoing strategic initiatives within our CS organization and tech stack.
  • Provide CS with predictive insights regarding health, retention, and churn.

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

If what you just read excites and describes you, we’d love to talk to you. We are looking for people who can challenge, inspire and motivate us to make amazing things happen for our customers and business. 

This role requires:

  • 2+ years of experience in a post sale operations role
  • Excel expert (pivot tables, vlookups, modeling, analytics)
  • Salesforce / CRM experience (admin, reporting, forecasting)
  • SaaS industry experience (recurring revenue)
  • Enterprise, multi-product experience preferred 

We’re looking for someone who:

  • Loves finding answers and fixing challenging problems
  • Is able to translate complex data into simple insights, and communicate them effectively
  • Is methodical in their routine and prides themself in the accuracy of their work
  • Is collaborative and enjoys working cross functionally
  • Is eager to learn new things and grow their 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 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


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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • AngularJSFrameworks
    • 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, as we are now Digital First!

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
Open door policy
Team owned deliverables
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
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 Benefits
Vision Benefits
Health Insurance Benefits
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
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
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
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Happy Hours
Recreational Clubs
Fitness Subsidies
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.
Professional Development Benefits
Diversity Program
Lunch and learns
Promote from within
Mentorship program
We believe in the power of mentorship and regularly bring external guests into our office to teach us.
Customized development tracks
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