Volaris Group
Customer Success Manager
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Customer Success Manager
Customer Success Manager
Location: Scotland, Remote | Hours: Full Time (37.5 hrs/wk, flexible discussions open) | Salary: £40,000-£50,000** (DOE) Holidays: 32 inclusive of bank holidays (increasing to 34 after 1 year) Pension: 5% Other Benefits: Life Assurance, Private Healthcare, Generous Bonus Scheme, Company Sick Pay, Family-Friendly Policies, Paid In-Person Social Events
**### About DRAMS
DRAMS delivers cloud-based bulk inventory and distillery warehouse management software tailored to spirit producers’ needs. Trusted by household names such as Suntory Global Spirits, Bacardi, Campari, Wm Grant & Sons, Whyte & Mackay, and Glenmorangie, our solutions automate and optimise production workflows at scale.
As part of the Volaris Group, we combine the robustness of a global business with the dynamism of an agile team. Our remote-first culture puts employees first, fostering both personal and professional growth within a supportive, transparent environment.
### About the Role
At DRAMS, we believe innovation and customer-centricity drive lasting success. As a Customer Success Manager (CSM), you’ll shape the future of our software by advocating for customers, identifying growth opportunities, and forging meaningful connections. This is a role for strategic thinkers who thrive in collaborative, fast-paced environments and are committed to delivering exceptional value.
### Day-to-Day Duties
As the bridge between DRAMS and our customers, you’ll be responsible for:
### Customer Relationship Management
- Build and sustain long-term B2B relationships, fostering deep trust through strategic guidance and value-added support.
- Act as chief customer evangelist, helping them extract maximum ROI from our software via tailored advice, training, and ongoing consultation.
- Proactively monitor usage patterns, engagement scores, and qualitative feedback to preempt challenges and prevent churn.
- Lead phased business reviews, product training sessions, and feedback workshops to ensure alignment with customers’ evolving needs.
- Leverage surveys, international travel, and participatory events (e.g., user groups) to cultivate two-way communication and partnership.
- Advocate for customers internally, using their insights to influence product roadmaps and feature enhancements.
- Maintain meticulous records of customer accounts, activities, and pipeline data in Salesforce and other CRM tools.
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### Sales & Growth Opportunities
- Drive expansion revenue by identifying cross-selling and upsell opportunities rooted in customer goals.
- Track and participate in pipeline management to hit targets, contributing to revenue forecasts.
- Create and deliver custom sales pitches and product demonstrations that resonate with high-value clients.
- Collaborate with marketing to develop escalation campaigns, training materials, and collateral.
- Produce accurate RFPs, proposals, and quotes for contract renewals and new relationships.
### Requirements
To succeed in this role, you should demonstrate:
Technical Competencies & Experience:
- Degree in business, marketing, or a related field (AS-applicable).
- 5+ years’ experience in account management or customer success, with a proven track record of retention and value delivery.
- Proven ability to spot revenue opportunities and sync customer needs with long-term business strategies.
- Technical aptitude in CRM platforms (e.g., Salesforce, HubSpot).
- Experience analysing usage analytics to refine customer guidance and product positioning.
- Working knowledge of AI-driven insights for personalising Customer Success journeys.
- Familiarity with distilling, manufacturing, or industrial software (merit) and operational processes.
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Soft Skills:
- Exceptional oral and written communication in English, with the professionalism to engage at all corporate levels.
- Collaborative spirit, bridging gaps between Sales, Product, and Support teams to unify customer outcomes.
- Organisational strength to juggle high-priority deliveries across diverse internal/external stakeholders.
Eligibility:
- Primary reporting line to the Professional Services Manager.
### Benefits Summary
DRAMS provides a comprehensive package, designed to support both professional and personal fulfilment:
- Competitive base salary + discretionary bonus scheme (market-leading).
- Remote-first working with hybrid & full-remote flexibility.
- 30+ flexible holiday days, expanding after year-one. Bank holidays paid.
- Parental/dependence leave aligned with progressive standards.
- Commitment to wellbeing: virtual GP service, private health insurance, discounted gym memberships.
- 100% company sick pay, life assurance, and income protection.
- Career progression within Volaris Group, a global network of 1,000+ employees across nine countries.
- In-person events, learning stipends, and leadership mentorship.
Team Culture:
We combine the fluidity of a boutique team inside a northeast Scotland HQ with synergies from our Volaris Group sibling companies worldwide. Onboarding ensures seamless integration into both local priorities and global nationwide by securing buy-in.
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