Senior Associate Customer Success Architect

Senior Associate Customer Success Architect

About Drift

Drift, the Conversation Cloud company, helps businesses connect with people at the right time, in the right place with the right conversation. Using the Drift Conversation Cloud, businesses can personalize experiences that lead to more quality pipeline, revenue and lifelong customers. Drift brings Conversational Marketing, Conversational Sales and Conversational Service into a single platform that integrates chat, email and video and powers personalized experiences with artificial intelligence (AI) at all stages of the customer journey. More than 5,000 customers use Drift to deliver a more enjoyable and more human buying experience that builds trust and accelerates revenue. Representing less than 1% of unicorns led by Latino founders, Drift is building an equitable, enduring company to transform the way businesses buy from businesses.

About the 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. All this while building strong relationships with day-to-day and executive contacts within your customer base, positioning yourself and Drift as trusted advisors to the customer’s conversational marketing strategy. 

A Customer Success Architect is a technical CSM heavily focused on in-product knowledge and expertise, hands on support, and overarching alignment on goals & objectives. The CSA is our singular point of contact that delivers customer success and professional service responsibilities for customers within our Foundations segment. 

What you’ll be doing on the team:

• Work directly with customers and partners to create and optimize Drift chat workflows for customers with a paid professional services package.
• Monitor client performance and address any open issues to ensure timely resolution and great customer experience.
• Partner with customers to understand the language they use to market and sell their product, and adopt and evolve this messaging for use in Drift chat workflows.
• Develop a solid understanding of your customer’s marketing and sales tech stack, including the information that flows through it to be pushed into and pulled out of Drift to drive accurate attribution.
• Work closely with the product and engineering team to influence new product features and functionality based on customer feedback.

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
• Have 1:1 meetings with your direct manager and meet with other key players
• Shadow colleagues, learn best practices for what make Drift Customers successful
• Be fully responsible for your very own portfolio of customers and running calls independently!

By month 3 you'll...

• Continue to master your knowledge of Drift product and have a deep understanding of the industry
• Fully understand our internal ecosystem and be able to collaborate cross-functionally to provide the best in class sales process
• Continue to learn and apply the Conversational Marketing and Sales Blueprint with customers
• Work with your customers daily, delivering value and helping them achieve their goals
• Partner with Account Executives to identify growth opportunities for customers
• Continue learning about the ever-changing industry
• Should be achieving your Net Retention, Customer Health and Service Delivery targets
• Work with your customers daily, delivering value and helping them achieve their goals.

By month 6 you'll...

• Have a proactive, independently managed routine established for working with your customers
• Consistently deliver value to customers through building and optimizing playbooks.
• Master conversational sales and marketing practices.
• Be consistently hitting and exceeding your retention and service goals
• Work with your manager to identify a plan for continued growth
• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future. 

About you and what types 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. We have a strong p