At a Glance
- Tasks: Build strong customer relationships and drive satisfaction with our innovative software solutions.
- Company: Join DRAMS, a leader in distillery management software, part of the global Volaris Group.
- Benefits: Enjoy 32 days holiday, private healthcare, remote work, and a generous bonus scheme.
- Other info: Remote-first culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers achieve their goals and grow their businesses.
- Qualifications: 5+ years in customer success or account management, with a passion for building relationships.
The predicted salary is between 40000 - 50000 £ per year.
Job Summary:
- Role: Customer Success Manager
- Hours: Full Time, 37.5 (we are open to discussions around flexibility)
- Location: Scotland, Remote
- Salary: £40,000 - £50,000 DOE
- Holidays: 32 including bank holidays, increasing to 34 after 1 year's service
- Pension: 5%
- Other Benefits: Life Assurance, Private Healthcare, Generous Discretionary Bonus Scheme, Company Sick Pay, Family Friendly Policies, Paid In Person Social Events.
Job Description:
DRAMS provides bulk inventory and distillery warehouse management software designed to meet the unique requirements of maturing spirit producers. Our systems are used by a number of high-profile UK and international companies including Suntory Global Spirits, Bacardi, Campari, Wm Grant & Sons, Whyte & Mackay and Glenmorangie.
We are part of Volaris Group, a global group of vertical market software businesses, offering the stability of a larger organisation alongside the agility of a close-knit specialist team.
What is unique about the role/Company?
At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote-first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer-centricity, DRAMS Software is a place where your career can thrive.
You’ll enjoy excellent benefits including:
- Competitive base salary + a market-leading discretionary bonus
- Remote-first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in-person team events
- Funded training and development programs
- Work from home office equipment allowance
We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. You’ll not only get the opportunity to make a key contribution to the way we run our business locally, but we also form part of the global Volaris Group which means you’ll be able to navigate your future career within the wider group too.
What will I be doing day-to-day?
As a Customer Success Manager (CSM), you will play a key role in driving customer satisfaction, retention, and growth. Your primary responsibility will be to build strong relationships with our customers, ensuring they maximize the value of our software solutions. Through proactive engagement, you will help customers achieve their business goals, providing insights, guidance, and best practices.
The CSM will 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. To be successful, you must develop a strong understanding of our software products and how they are used within our target market.
Main duties include but are not limited to:
- Customer Relationship Management
- Build and maintain strong, long-term relationships with customers, ensuring high satisfaction and retention.
- Serve as a trusted advisor, guiding customers on how to maximise the value of our software.
- 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.
- Conduct regular check-ins, business reviews, and training sessions with customers (international travel will be required on a regular basis).
- Encourage customer participation in feedback surveys, product workshops, and user group events.
- Maintain an in-depth awareness of our products, services, industry trends and competitive landscapes.
- Maintain detailed and up-to-date customer account plans, activities and pipeline in Salesforce and other CRM tools.
- Sales & Growth Opportunities
- Identify upsell and expansion opportunities by understanding customer needs and business objectives.
- Track and manage sales pipeline activity to ensure targets are met.
- Prepare and deliver sales presentations and product demonstrations.
- Collaborate with marketing teams to develop campaign strategies and collateral.
- Prepare accurate sales documentation, quotes, and proposals.
- Required: 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.
- Working knowledge of leveraging AI to improve Customer Experience.
Role skills and technical competencies:
Reporting to: Professional Services Manager
Worker Type: Regular
Number of Openings: 1
About Us:
The DRAMS product has been specifically developed to cater for maturing stocks, and over the last 40 years the system has constantly evolved to meet the changing operational, legislative and commercial needs of the whisky industry, whilst exploiting the expanded technical potential of the evolving IT market. The effectiveness of the DRAMS solution, together with the quality of its dedicated and experienced support team, has made DRAMS the market leader in its field.
DRAMS is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.
Customer Success Manager employer: DRAMS Software
At DRAMS, we pride ourselves on being a remote-first employer that prioritises the well-being and growth of our team members. With a strong focus on employee development, generous benefits including 32 days of holiday, private healthcare, and a supportive work culture, we empower our Customer Success Managers to build meaningful relationships with clients while enjoying a flexible work environment. Join us in a unique industry where your contributions directly impact customer satisfaction and business success, all within the dynamic landscape of Scotland.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at DRAMS on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research DRAMS and its software solutions. Be ready to discuss how your experience aligns with their customer-centric approach and how you can drive success for their clients.
✨Tip Number 3
Show off your personality! During interviews, let your passion for customer success shine through. Share stories that highlight your relationship-building skills and how you've helped customers achieve their goals.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer relationships and how it aligns with our mission at StudySmarter. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your ability to build strong customer relationships and drive satisfaction. We love seeing real-life applications of your expertise.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits well with our culture at StudySmarter, so don’t be afraid to show us who you are and what makes you passionate about customer success.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company there!
How to prepare for a job interview at DRAMS Software
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of DRAMS' software and how it fits into the distilling industry. Familiarise yourself with their key clients and the unique challenges they face. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Relationship Skills
As a Customer Success Manager, building strong relationships is crucial. Prepare examples from your past experiences where you've successfully managed customer relationships, resolved issues, or identified upsell opportunities. Be ready to discuss how you can apply these skills to enhance customer satisfaction at DRAMS.
✨Be Data-Driven
Highlight your ability to analyse customer usage data and identify trends. Bring examples of how you've used data to improve customer engagement or drive product usage in previous roles. This will show that you can leverage insights to support customers effectively and contribute to revenue growth.
✨Ask Thoughtful Questions
Prepare insightful questions about the company culture, team dynamics, and how success is measured in the Customer Success Manager role. This not only shows your interest but also helps you gauge if DRAMS is the right fit for you. Plus, it demonstrates your proactive approach to understanding the business.
