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.
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.
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
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.
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.
Role skills and technical competencies:
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.
Reporting to: Professional Services Manager
Worker Type: Regular
Number of Openings: 1
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 in Scotland 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 in Scotland
✨Tip Number 1
Get to know the company inside out! Research DRAMS and its software solutions, especially how they cater to the whisky industry. This will help you speak their language during interviews and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Success Manager. Be ready to share specific examples of how you've built customer relationships and driven growth in the past.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Success Manager in Scotland
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 DRAMS. 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 show how you've built strong customer relationships or identified growth opportunities. This is your chance to shine, so let us know what you can do!
Be Authentic:We love genuine personalities! When writing your application, let your true self come through. Share your passion for customer success and why you’re excited about joining DRAMS. Authenticity goes a long way in making a great first impression.
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at DRAMS Software
✨Know Your Product Inside Out
As a Customer Success Manager, you'll need to have a solid understanding of the software solutions offered. Dive deep into DRAMS' features and benefits, and be ready to discuss how they can solve customer challenges. This knowledge will not only impress your interviewers but also show your commitment to the role.
✨Showcase Your Relationship-Building Skills
Building strong relationships is key in this role. Prepare examples from your past experiences where you've successfully managed customer relationships or resolved conflicts. Highlight your ability to listen, empathise, and provide tailored solutions that drive customer satisfaction.
✨Demonstrate Your Analytical Skills
You'll be expected to analyse customer usage data to identify trends and opportunities for upselling. Be prepared to discuss how you've used data in previous roles to inform decisions or strategies. Bring along any relevant metrics or case studies that showcase your analytical prowess.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential customer challenges you might face in this role and how you would address them. Practising these scenarios will help you articulate your thought process clearly during the interview.
