Customer Success Manager

Salary: £25K to £35K - Depending on experience

Start: ASAP

Location: London with option to work remote

Overview:

The Driftrock Customer Success team is looking for a Customer Success Manager who is enthusiastic about helping brands deliver better marketing campaigns and making ads something people want to see;

Using our software platform, we help brands drive more leads and sales by making it easy to capture customer data across the web, tracking leads to purchase, and building insights from these datasets;

This helps our customers to deliver useful marketing messages across advertising, messenger chats and websites for full lifecycle marketing, whilst also protecting customer privacy;

If you’re a confident, self motivated individual with big ambitions, then this could be the role for you.

Who We Are @ Driftrock:

• We’re a team of 11 people and growing;

• Our Customer Success Team consists of 4 people, meaning you'll be able to have a huge impact on the culture and practices of the team;

• We're located in the heart of London Bridge, 2 minutes walking distance to the station and to Borough Market;

• We work with some of the worlds biggest advertisers such as BMW and Honda, as well as some of the world's leading media agency groups, such as GroupM and Dentsu Aegis.

What we do on the Customer Success team:

• We work closely with our customers to help make sure they’re provided with first class support, alongside strategic advice and guidance;

• We’ve got the technical skills and know how to take new customers through the Driftrock on-boarding process and help them get the most out of the platform;

• We act as the main point of contact for our customers, and operate as the key channel of communication between Driftrock and the customer.

Who we are looking for:

• You’re vigilant and proactive,

• You’ll be able to recommend paid media strategies which help clients achieve their marketing objectives using the Driftrock platform;

• You can organise and run face to face and online training sessions with customers, providing on-going support and guidance;

• You’ll be able to build on relationships with our tech partners such as Facebook, LinkedIn, Google and Snapchat;

• You’ll be able to work collaboratively with our dev team by sharing client feedback and suggestions, helping to refine our product offering and platform.

Requirements

• 2+ years of experience in a customer/client facing role at a SaaS company or at a marketing agency;

• Experience in building and managing Client Relationships, delivering strategic advice and recommendations, and examples of high retention and growth developed from your client’s business;

• Strong commercial awareness; demonstrable experience of identifying growth opportunities in a client base;

• Great understanding of the digital landscape;

• Technical competence and understanding of SaaS software and API’s;

• A willingness to learn new tools and skills;

• Experience in paid digital marketing and how social fits into the whole marketing picture for clients;

• Excellent presentation and communication skills;

• Demonstrable project management experience;

• Organised and structured approach to managing clients;

• A confident team player and professional self-starter with a “can‐do” attitude;

• Comfortable in a fast‐paced and constantly evolving environment;

• You have the right to work in the UK.

Benefits

What we can offer you:

• You’ll have the option to work remote and make use of flexible office hours;

• Maternity and Paternity - Family comes first, so we have a package that means you can spend the time you need with your growing fam;

• Holidays entitlement of 25 days, increasing a day each year, capped at 28;

• An open culture where we learn from each-other and together;

• Budget to attend conferences or courses to further your development;

• Flexibility to take courses or time on personal goals;

• Plenty of team lunches and after-work activities;

• Monthly socials at some fun venues and events in London;

• Share options in the company with very favourable option agreements;

• We have a 6 monthly personal review process meaning to help you set goals and increase your pay based on what you achieve;

• A company pension scheme contribution and vision policy;

• Monthly perks with Runway East membership and exclusive perks on CharlieHR;

• ClassPass membership to get free credits to spend on the best fitness classes of your choice.

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 UK supervisory authority (Information Commissioner’s Office) or you can contact our DPO at dpo@driftrock.com for more information or concerns.”