Driftrock Limited
Retailer Customer Success Manager
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Retailer Customer Success Manager
Customer Success Manager Helping automotive retailers get the most from Driftrock: more leads qualified, more signals closed, and a clearer picture of what’s working.
Quick Facts
- Team: Customer Success
- Reports to: Head of Customer Success
- Location: Fully remote, UK-based
- Contract: Full-time, permanent
- Salary: £40,000 to £50,000 + share options
- Start date: As soon as possible
Why This Role Exists
Driftrock works with some of the world’s biggest automotive brands. A national brand campaign delivers the most value when the retailers within it are fully engaged: logging in, qualifying leads, and feeding signals back. Your role is dedicated to boosting retailer engagement—key to proving Driftrock’s value—by ensuring setup-to-full-engagement progress, from lead qualification confidence to data-driven reporting.
This is a newly created position serving a growing network of UK automotive retailers. You’ll be the bridge between retailers and Driftrock, helping them:
- Qualify leads with confidence
- Track progress via reporting
- Contribute to the data loop that powers account growth
A role with clear impact at the heart of Driftrock’s biggest brand relationships.
Your First 90 Days
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By Day 30:
- Map the retailer journey in Driftrock: identify who’s active, who’s mid-onboarding, and where gaps exist.
- Speak to key contacts across the network to build initial relationships.
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By Day 60:
- Develop a repeatable onboarding flow and host your first training sessions.
- Establish a check-in cadence for engagement metrics (logins, lead qual rates, reporting usage).
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By Day 90:
- Drive measurable improvement in login and qualification rates.
- Establish a feedback loop between retailers and the Driftrock Customer Success team.
- Proactively flag risks and opportunities across accounts.
What You’ll Do
- Onboarding:
- Guide new retailers through the Driftrock platform with hands-on training sessions.
- Ensure seamless setup and build confidence from day one.
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Engagement & Support:
- Track login rates, lead qualification, and reporting usage via platform data.
- Proactively coach retailers on best practices and flag underperforming accounts.
- Monitor and resolve support requests via chat/ticket systems with clear, efficient responses.
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Retailer Development:
- Work alongside contacts to refine lead qualification, understanding, and tool usage.
- Highlight the impact of passing conversion data to brand accounts (e.g., improve signal closure rates).
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Knowledge Sharing:
- Build and update self-service training materials (guides, videos, docs) to reduce repeat queries.
- Escalate insights to the CS team on pain points, wins, and product-form feedback.
What You’ll Bring
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Expertise in Onboarding:
- Proven track record of training dealerships/automotive retailers—with measurable adoption results.
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Automotive Lead Management:
- Deep understanding of how dealers handle leads: from form submission to sales hand-off.
- Technical familiarity with lead management platforms, dealer systems, or marketing software.
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Remote Support & Training:
- Strong emphasis on remote coaching for diverse audiences—from tech-savvy managers to platform novices.
- Data-savvy: prioritise tasks using dashboards, recognise trends, and focus on high-impact opportunities.
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Soft Skills:
- Excellent written communication—clear, concise, and free of jargon.
- UK-based, adhering to standard business hours.
(Bonus: Prior experience with OEM/account relationships or lead gen tech at scale.)
Company Culture & Driftrock’s Mission
Why Driftrock?
Driftrock’s mission is to revolutionise automotive and e-mobility marketing—accelerating the transition to sustainable transport. Our impact:
- Billions of euros in sales enabled annually.
- Client roster: BMW, BYD, Mercedes-Benz, Chery, Volvo, and more.
Our Values
- "We care" – Balancing consumer needs and client success.
- "Be that person" – Own accountability; never pass the buck.
- "People-first" – Personal data security/privacy principles above all.
- "Be better today" – Continuous learning, growth, and improvement.
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Culture Highlights:
- Weekly Monday Showcases: Share learnings and innovations.
- Budgets for Courses/Conferences and a dedicated learning timetable.
- Donut coffee pairings to foster connections.
- Annual global Summit for cohesive interaction.
What’s in It for You?
Work Arrangement:
- Flexible, fully remote (with shared co-working space available).
- UK business hours compliance.
Benefits:
- EMI share options (founder-friendly), retaining vested options post-leaving (subject to board discretion).
- Vitality Health Cover: Med, dent, vision, mental-health support, cancer wrap, free Headspace subscription + Vitality rewards.
- Holiday: 24–28 days (starting at 24/year, capped at 28) plus bank hols.
- Pension contributions, life assurance (3x salary), income protection scheme.
- BMW EV Salary Sacrifice: Up to £10K/year, saving ~40% alongside servicing, insurance and fast-charging perks.
- Extended maternity/paternity leave.
- Learning Budget for training, conferences, and personal development.
- Perks: Partnership discounts with CharlieHR and a BMW Group employee programme.
Hiring Process
- Intro call
- In-depth conversation with Elliot, hiring manager
- Practical task (real-world challenges, never unpaid).
- Team discussion
(Note: The hiring process prioritises direct candidates—recruitment agencies are not considered.)
Diversity & Inclusion
Equal opportunities apply to all backgrounds and identities. If accessibility adjustments are required during application/interview, please contact Driftrock directly.
Enabling cleaner transport, one lead at a time.
Apply now! (By clicking below, you grant Driftrock permission to store your data for evaluation and optional company-wide opportunities within 12 months.)
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