Director, Customer Success - Enterprise

Director, Customer Success - Enterprise

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.

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

• Coach, lead, and mentor an impactful team of managers and individual contributors
• Work with customers across all industries to drive satisfaction, further engagement and adoption
• Continue hiring a dedicated and ambitious team of CSMs who can drive the success and growth of our Enterprise customers
• Develop strategies and process to support best in class customer engagement, adoption, advocacy, retention and growth
• Drive continuous improvement through timely feedback, weekly 1:1 meetings, and team building
• Contribute best practices to increase product adoption and customer satisfaction
• Partner with our VP of Enterprise sales to support the expansion of Drift customers
• Liaise and partner with cross-functional teams, such as our Product team to demonstrate Enterprise customer product needs
• Measure team effectiveness through accurate forecasting, performance against core metrics, and customer outcomes
• Hit retention and customer health goals on a quarterly and annual basis
• Ensure the team has the training, coaching, and tools vital to improving customers’ experience.

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

• We’re looking for an Enterprise success leader who has experience both building and driving a go-to-market strategy for success in a fast growing tech company
• Consistent record of meeting or exceeding retention and adoption goals
• 5+ years of experience running Customer Success teams
• Solid foundation in Customer Success processes, critical metrics, and getting results
• Excellent ability to communicate internally and externally, ability to quickly build relationships, and work well cross-functionally
• Proven ability to hire, train, and enable CSMs with strong performance leadership skills
• Ability to identify and resolve problems in CS processes
• Confirmed understanding of SaaS applications within the MarTech and Sales Tech space
• CRM and CRM reporting and data analysis/modeling experience is a plus
• Comfortable and willing to be a hands-on contributor

Additional traits that will be helpful for success:

• Customer Centricity: You are a trusted partner and advisor to your customers, and their needs influence your success strategy, best practices, and processes.
• Agility/Rigor: As things change and move quickly, you are excited by the fast pace, and opportunity to constantly learn and help your team learn
• Scrappiness: You are energized by rolling up your sleeves and making things happen, and enabling your team to do the same.
• Extreme ownership: You hold yourself accountable to a high bar. You are supremely organized, you see what needs to happen.
• Implementation, Project & Change Management: You know what it takes to get customers moving quickly and seeing value from software for their business. Additionally, you know how to inspire change through an organization and support CSMs in how to guide customers through that change.
• Results & Data Driven: You understand the metrics of the business you are responsible for, adoption, health, retention, to growth, you are constantly evaluating the metrics and output of CSM efforts. You demonstrate these insights to drive constant improvement.

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.