Customer Success Manager

The Account Manager is primarily responsible for building and maintaining strong relationships with all of our customers and stakeholders. They will be an expert at understanding the product and how it can meet the client’s needs, feeding opportunities into the sales pipeline. They will work seamlessly with the Service Delivery team to ensure that our sales pipeline is constantly reviewed and managed, performance metrics are met, and customer satisfaction is high.

Location: Aberdeen (Hybrid) / UK (Remote) Full Time: 5 days/week Pay: £43,000 - £48,000 per annum depending on skills and experience

At DRAMS Software, we’re revolutionising the way maturing spirit producers manage their bulk inventory and distillery warehouses. Our solutions are trusted by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie. With a strong commitment to customer satisfaction, quality and collaboration, we’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.

The Customer Success Manager (CSM) role is new within DRAMS, centred on driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with our customers, ensuring they maximise the value of our software solutions. The CSM will also be integral to our revenue growth strategy by identifying opportunities for upsell and expansion. By deeply understanding our customers’ operations, challenges, and goals, you will work collaboratively with internal teams to enhance the customer experience and ensure long-term success.

Main Duties include (but are not limited to):

• Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.
• Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes.
• Proactively engage with customers to identify challenges, provide solutions, and drive product usage.
• Monitor customer engagement health scores, usage data, and feedback to proactively address risks.
• Collaborate with Sales, Product, and Support teams to ensure seamless customer experience.
• Advocate for customers internally, influencing product development and enhancements based on feedback.
• Encourage customer participation in feedback surveys, product workshops, and user group events.
• Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.
• Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).
• Identify upsell and expansion opportunities by understanding customer needs and business objectives.
• Prepare and deliver sales presentations and product demonstrations as needed.
• Prepare accurate sales documentation, quotes, and proposals.
• Travel as required (25%) throughout the UK and internationally to fully meet the requirements of the role.

We’d love to chat if you have:

• Bachelor’s degree in business, marketing, or a related field.
• 5+ years’ experience in a Customer Relationships/Account Management role.
• Passion for building strong customer relationships and delivering value.
• Ability to recognise revenue opportunities and align customer needs with business growth strategies.
• Experience analysing customer usage data to identify trends and areas for improvement.
• Familiarity with distilling, manufacturing, or production processes is a plus.
• Ability to manage multiple customers, projects, and priorities efficiently.
• Proficiency in CRM tools (i.e., Salesforce, HubSpot, etc.).
• Working knowledge of marketing and sales principles.
• Excellent written and conversational communication skills.
• Adept at working with cross-functional teams to exceed customer expectations.
• A current valid driving licence.
• A willingness and ability to travel nationally / internationally (25%).
• Currently holds independent right to work in the UK.

It’s not a deal breaker but we would really like it if you also had:

• Knowledge of the distilled spirits industry would be a distinct advantage.
• Knowledge or experience of Warehousing & Logistics.

We value people with a growth mindset who listen, learn, and seek to improve. Successful people in our team listen, support, and value their colleagues, communicating openly and honestly, taking pride in their work, and focusing on meeting the needs of our customers and our business.

If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process. DRAMS reserves the right to enhance the criteria as necessary to facilitate the shortlisting process. DRAMS is proud to be an Equal Opportunities Employer.