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Mid-Market Customer Success Manager

| Greater Boston Area

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.

We're looking to add a Customer Success Manager (CSM) to our team who will focus on our mid-market segment (business with an employee size of 100-1000). CSMs who focus on this segment of customers move fast, and can prioritize and own their book of business across 40-80 customers in various stages from onboarding to nurture.

We equate being a Mid-Market CSM to driving an indy race car around tight turns. If you prefer driving a semi-trailer truck around tight turns, then you’re likely looking for the Enterprise CSM role.

What you’ll be doing on the Customer Success team at Drift:

Customer Success Managers at Drift embody the following core values and qualities. Do these describe you?

  • Customer Centricity: You are a trusted partner and advisor to your customers, and their needs are your north star.
  • Agility/Rigor: “Give me what I need to get moving” is your mantra. As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn.
  • Scrappiness: You are energized by rolling up your sleeves and making things happen.
  • Extreme ownership: You hold yourself accountable to a high bar. You are supremely organized, you see what needs to happen, and you don’t just roll with it, you run with it.
  • Implementation Chops (at scale): You know what it takes to get customers moving quickly and seeing value from software for their business. You also know what it takes to do this at scale, providing not only 1 on 1 guidance, but direction and facilitation of tools to enable customers to learn Drift and Conversational Marketing.
  • Problem solving: Getting to the root cause of a challenge and coming up with a solution is second nature to you. You have an eye for identifying problems, and an even stronger skill in taking positive proactive action.
  • Technical capabilities: You’re thrown something SaaS Software/Internet related and can move quickly through it with a strong sense of comfort and confidence (e.g. Integrations, APIs, JavaScript, CRM)
  • A Dedication to Companies with 100-1000 Employees: You know not every business is the same, but you also know the importance of prescribing best practice, and holding customers accountable to see value

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 building our team of Drift Customer Success Managers and are looking for folks who can challenge, inspire and motivate us to make amazing things happen for our customers. We have a strong preference for:

  • 2-4 years of customer facing experience in support/implementation or customer success environment, preferably in a software or Sales/Marketing environment.
  • Superior understanding of the needs of growing businesses and strong business acumen.
  • Familiarity partnering with Marketing and Sales Leaders to drive adoption
  • Familiarity with managing high volumes of customers

About Drift

Drift is the world's leading conversational marketing and sales platform that helps businesses connect now with the customers who are ready to buy now. After just two years in market, the company has become one of the fastest growing SaaS companies of all-time and was named to the Forbes Cloud 100, LinkedIn Top 50 Startups, Entrepreneur's Top Company Cultures, Boston Business Journal's Best Places to Work, and SaaS Company of the Year by the NEVCA

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Location

Right in the heart of Back Bay 🙏

An Insider's view of Drift

What are some social events your company does?

We've been to Nashville, Austin, and Killington for our yearly company retreat! Where to next?!

Drift

Team

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

Retirement & Stock Options Benefits
401(K)
401(K) Matching
Vacation & Time Off Benefits
Sabbatical
After working at Drift for three years, all Drift employees are eligible for a month-long sabbatical.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
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