Customer Success Manager with Technical SaaS experience

Work environment: Fully remote whether you are based in the UK or abroad

Contract: Full-time

Start date: ASAP

Overview

Driftrock is the leading automotive marketing platform, powering customer generation for 46 global automotive brands, such as Honda, Mercedes and Hyundai.

We help brands capture automotive leads from every source and start meaningful conversations with their customers by leveraging the power of automation tools, conversational lead generation and real time lead tracking tools.

Our software is built for automotive marketing teams who care about data quality & security, and want to increase the ROI from their lead generation campaigns. With Driftrock, brands can drive better converting leads from more sources than ever before.

We’re looking for a Customer Success Manager with technical SaaS experience to join our customer success team and help our automotive clients thrive with the Driftrock platform.

If you’ve worked in a SaaS company previously, and have experience with managing customer data, providing insights from this data, and working with technical tools such a CRM systems and APIs, this is the perfect role for you.

Who We Are @ Driftrock

We are a growing team of 20, with a Customer Success team of 8 people. You’ll have a huge impact on Driftrock’s culture, product, and how we work, and help steer the direction of Customer Success for our clients.

We're a remote-first company, however we also provide flexible workspaces to give you the freedom to choose how and where you would like to work each day.

We work with some of the world's biggest advertisers such as BMW, Honda and Volkswagen, as well as some of the world's leading ad platforms, such as Amazon, Meta and Google. We’re at the cutting edge of demand generation technology.

What we do on the Customer Success team

• We’re lead generation experts who help make our clients automotive marketing superstars.
• We work closely with our customers to help make sure they’re provided with first class support and creative ideas on how to generate higher quality leads, alongside strategic advice and guidance on how to get the most out of the Driftrock platform.
• We’ve got the technical skills and know how to help clients lead generation campaigns thrive with Driftrock.
• We act as the advocate for our customers, helping them try new tools, feed into the Driftrock product roadmap, and see success with a wide range of lead generation partners, like Snapchat, Meta, TikTok and Google.

What skills we’re looking for

• This is a technical role, so we’re looking for technical superstars. Experience with managing SaaS clients at a technical level is essential, so we want to hear how you’ve managed client data, and the technical challenges you’ve tackled and overcome.
• You’re great at project management, with experience orchestrating complex workflows.
• You’re someone who knows how to keep projects and clients on track, and understand how to identify new opportunities.
• Stakeholder management across multiple parties, keeping people informed and setting expectations.
• You’ll be able to work collaboratively with other teams by sharing client feedback and suggestions, helping to refine our product offering and platform.
• A self-starting & continuous improvement mentality, with a willingness to learn & develop your skills

Requirements

• 2+ years of experience in a customer/client facing role at a SaaS company.

• Evidence of the key technical skills we’re looking for in this role

• Great understanding of the digital landscape

• A willingness to learn new tools, skills and platforms

• Excellent presentation and communication skills

• Comfortable in a fast-paced and constantly evolving environment

• Remote experience and capable of working autonomously

Benefits

• Fully remote role! Make use of flexible hours, with some travel requirements for client meetings when necessary.
• A holiday entitlement of 24 days, increasing a day each year, capped at 28
• Budget to attend conferences or courses to further your development
• Flexibility to take courses or time on personal goals
• Laptop is provided by us and budget for remote work setup.
• A regular personal review process to help you set goals and increase your package based on your achievements
• Maternity and Paternity - Family comes first, so we have a package that means you can spend the time you need with your growing family **
• Health plan: medical, dental, vision, mental healthcare and more **
• Share options in the company with very favourable option agreements **
• A company pension scheme contribution **
• Cycle-to-work and electric car schemes **
• Discounts and perks with CharlieHR **

** Some of the benefits are only available if you are based in the UK

The interview process

If you’re invited for an interview, our process follows four steps:

Step 1) An initial discussion with our operations team to chat through your experience

Step 2) A call with our Head of Customer experience to discuss the role and your experience further

Step 3) A short task to test your technical data management skills

Step 4) A final conversation with our CEO

We will not be considering any recruitment agencies for this role.

"By applying for this job you hereby give us permission to store your data on our secure applicant tracking system and to contact you with regards to Driftrock job opportunities.

We process your data for recruitment purposes only. We would like to keep this data until our open role is filled. When that period is over, we will either delete your data or inform you that we will keep it in our database for similar future roles for subsequent 12 months.

Here’s a link to our privacy policy: https://www.driftrock.com/privacy-policy/. In this policy, you will find information about our compliance with GDPR (data protection law.) You can find how to send us a request to let you access your data that we have collected, request us to delete your data, correct any inaccuracies or restrict our processing of your data.

You have the right to lodge a complaint about the way we handle your data with the UK supervisory authority (Information Commissioner’s Office) or you can contact our DPO for more information or concerns.”

Last updated on Aug 12, 2024