Retailer 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 that sit within it are fully engaged: logging in, qualifying leads, and feeding signals back up the chain. Retailer engagement is one of the biggest levers we have for proving that value, and this role is dedicated to making it happen.

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.

What you'll own

You'll be accountable for retailer success across the Driftrock platform: ensuring retailers are active, confident, and getting measurable value from the tools available to them.

Your first 90 days

By day 30: You have a clear picture of where retailers are in their Driftrock journey: who is set up and active, who is part-way through onboarding, and where the biggest opportunities to drive engagement sit. You've spoken to a range of retailers and started building relationships with key contacts across the network.

By day 60: You've built a repeatable onboarding flow, run your first training sessions, and established a clear cadence for checking in on engagement metrics across your retailer portfolio.

By day 90: Retailer login rates and lead qualification rates are visibly improving. You've established a feedback loop between the retailer network and the Driftrock CS team, and you're proactively flagging risk and opportunity across accounts.

What you'll be doing

• 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?

What you'll bring

• 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.

Bonus points

• 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.

Not sure you tick every box? Please apply anyway.

Why Driftrock

Driftrock's mission is to become the world-leading automotive and e-mobility marketing software platform, and help accelerate the transition to clean transport.

We work with some of the world's biggest brands, including BMW, BYD, Mercedes-Benz, Chery and Volvo, and partner with the world's leading platforms, including Meta, Google, mobile.de and Auto Trader.

We've been building since 2013, and our work enables billions of euros in vehicle sales every year.

We're a close, fully remote team of 35 people across engineering, design, customer success, performance and commercial, spread across the world.

That means your work has a real, visible impact on our product, our culture and how we operate.

We're at the cutting edge of marketing technology, with plenty of room to unlock value from data and to help speed up the shift to electric vehicles.

How we work is shaped by four values:

• We care: about our team, our customers, and the people who see the marketing messages that we power. Work isn't done until we can prove it's useful to both the consumer and the customer.
• Be that person: if something needs fixing, fix it. It's never someone else's problem.
• People-first: we put people at the core of everything, and never compromise security or privacy for results.
• Be better today than you were yesterday: we bake learning and continuous improvement into everything we do, for ourselves and our customers.

In practice, this looks like weekly Monday Showcases where we share what we're learning, regular retros, a budget to attend the courses and conferences that grow you, Donut coffee pairings to stay connected, and an annual company Summit that brings the whole global team together in person.

What's in it for you

We're remote-first and flexible about how and where you work, with co-working space available if you want it. Alongside your salary:

• 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.

Our hiring process

1. A short intro call.
2. A conversation with Elliot, the hiring manager.
3. A practical task based on real challenges, never unpaid spec work.
4. A final conversation with the team.

Inclusion at Driftrock

Driftrock is an equal-opportunity employer. We welcome applicants of every background, identity and life experience, and we're building a team that reflects the people our marketing reaches. We don't make decisions based on age, disability, gender, gender identity, marital status, race or ethnicity, religion or belief, or sexual orientation. If you need any adjustments to the application or interview process to do your best, just let us know, and we're glad to help.

We will not be considering recruitment agencies for this role.

By applying for this job you give us permission to store your data on our secure applicant tracking system and to contact you about Driftrock job opportunities. We process your data for recruitment purposes only and keep it until this role is filled, after which we will delete it or, with your agreement, keep it for similar future roles for up to 12 months. See our privacy policy at driftrock.com/privacy-policy for how we comply with GDPR, including how to access, correct, delete or restrict the data we hold. You can lodge a complaint with the UK supervisory authority (the Information Commissioner's Office), or contact our DPO for any concerns.