Retailer Customer Success Manager

15 hours, 21 minutes ago
Full-time
Junior
Customer and Technical Support
Driftrock

Driftrock

Driftrock is a London-based marketing technology company that specializes in lead generation software for brands, helping them find their audience online and drive sales through advanced digital marketing expertise.

Professional Services
11-50
Founded 2013
$2M raised

Description

  • Onboard new retailers onto the Driftrock platform and run training sessions that build confidence from day one.
  • Monitor retailer engagement across a portfolio using platform data to track login rates, lead qualification activity, and reporting usage.
  • Run proactive check-ins with retailer contacts to coach them on lead qualification, reporting, and platform usage.
  • Drive signal closure rates by helping retailers understand and complete conversion data feedback to the brand account.
  • Triage and resolve retailer support requests via chat and ticketing systems with clear, timely answers.
  • Build and maintain training materials such as guides, videos, and walkthrough documents to support self-service.
  • Feed insights upward to the customer success team, wider business, and product team about retailer challenges, successes, and risks.
  • Establish and maintain a repeatable onboarding and engagement cadence across the retailer network.

Requirements

  • UK-based, with the ability to work within standard UK business hours.
  • Experience training automotive dealers or retailers on software or digital tools, with measurable adoption results.
  • Strong understanding of automotive lead qualification and lead management from submission to sales floor.
  • Hands-on experience supporting customers via chat or ticketing systems.
  • Confidence running remote training sessions for audiences with varying levels of technical ability.
  • Strong written communication skills with the ability to write clearly, concisely, and without jargon.
  • Experience with lead management platforms, dealer management systems, or marketing software in an automotive context is preferred.
  • Experience working with national brand or OEM accounts and understanding the retailer-brand relationship is preferred.
  • Comfort using data and dashboards to prioritise work and spot trends is preferred.

Benefits

  • £40,000 to £50,000 salary plus share options.
  • Fully remote, flexible work arrangement with co-working space available if desired.
  • Comprehensive Vitality health cover including medical, dental, vision, hearing, mental health support, therapy, cancer cover, Headspace, and rewards.
  • 24 to 28 days of holiday plus bank holidays.
  • Pension contributions, life assurance at 3x salary, and income protection.
  • Enhanced maternity and paternity leave.
  • Learning budget for books, courses, and conferences, plus time for personal goals.
  • Electric car salary-sacrifice scheme, perks and discounts, and a BMW Group employee discount programme.

Interested in this position?

Apply directly on the company website

Apply Now

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