Retailer Customer Success Manager

Driftrock Limited

1d • Remote

About The Position

Helping automotive retailers get the most from Driftrock: more leads qualified, more signals closed, and a clearer picture of what's working. This is a newly created position, built to serve a growing network of UK automotive retailers using Driftrock as part of their brand's lead management setup. You'll be the person who helps retailers get from setup to full engagement: qualifying leads with confidence, using reporting to track progress, and contributing to the data loop that powers the whole account. It's a role with clear impact, sitting at the heart of how Driftrock supports and grows its biggest brand relationships.

Requirements

• A track record of training dealers or automotive retailers on software or digital tools, with measurable adoption to show for it.
• A solid understanding of how automotive dealers qualify and manage sales leads, from the moment a form is submitted to the point it reaches the sales floor.
• Hands-on experience providing support via chat or ticketing systems, resolving customer questions clearly and efficiently.
• Confidence running training sessions remotely, with the ability to adjust your style for audiences ranging from tech-savvy sales managers to people who've never used the platform before.
• Strong written communication: you write clearly, concisely, and without jargon.
• UK-based, with the ability to work within standard UK business hours.

Nice To Haves

• Familiarity with lead management platforms, dealer management systems, or marketing software in an automotive context.
• Experience working with national brand or OEM accounts and understanding the retailer-brand relationship.
• Comfort using data to prioritise your work: reading a dashboard, spotting a trend, knowing where to focus first.

Responsibilities

• Onboard new retailers onto the Driftrock platform, running training sessions that build confidence and get teams up and running from day one.
• Monitor retailer engagement across your portfolio, using platform data to track login rates, lead qualification activity, and reporting usage, and reach out proactively where there's room to improve.
• Run proactive check-ins with retailer contacts to coach them on lead qualification, reporting, and getting the most from the tools available to them.
• Drive signal closure rates by helping retailers understand why passing conversion data back to the brand account matters, and making it easy for them to do so.
• Triage and resolve retailer support requests via chat and ticketing, ensuring fast, clear answers to questions about the platform.
• Build and maintain training materials (guides, videos, walkthrough docs) that make self-service easier and reduce repeat queries.
• Feed insight upward to the CS team and wider business: what are retailers struggling with, what's working, and what should the product team know?

Benefits

• Share options in Driftrock, on founder-friendly, tax-efficient EMI terms, including the option to retain vested options after leaving (at board discretion).
• Comprehensive Vitality health cover: medical, dental, vision, hearing, mental-health support and therapy, cancer cover, a free Headspace subscription and Vitality rewards.
• 24 to 28 days' holiday (24 + 1 extra each year, capped at 28), plus bank holidays.
• Pension contributions, life assurance (3x salary) and income protection.
• Electric car salary-sacrifice scheme (Octopus): save up to ~40%, with insurance, servicing and a charging perk included.
• Enhanced maternity and paternity leave.
• A learning budget for books, courses and conferences, plus time for personal goals.
• Perks and discounts via CharlieHR, and a BMW Group employee discount programme.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed