Customer Operations Manager

Job Description

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 role

At Drift we are customer centric to our core 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 (Gainsight and Salesforce).
• 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 motions to monitor both success and risk.
• Deep dive into our customer 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 and identify upsell opportunities.
• Take ownership of specific aspects of our customer journey, including but not limited to entitlement tracking, internal handoffs, stakeholder identification, and risk tracking.
• Support customer management through reporting and dashboards across the customer teams 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:

• 3+ years of experience in a post-sale operations role
• Must have experience in Gainsight Admin
• Salesforce / CRM experience (admin, reporting, forecasting)
• Excel expert (pivot tables, vlookups, modeling, analytics)
• 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