At a Glance
- Tasks: Help automotive retailers thrive with Driftrock by boosting lead engagement and success.
- Company: Join a remote-first team at Driftrock, working with top automotive brands.
- Benefits: Enjoy competitive salary, share options, health cover, and flexible working.
- Other info: Be part of a dynamic team focused on continuous improvement and innovation.
- Why this job: Make a real impact in the automotive industry while developing your skills.
- Qualifications: Experience in training or supporting retailers, strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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.
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
- A short intro call.
- A conversation with Elliot, the hiring manager.
- A practical task based on real challenges, never unpaid spec work.
- 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.
Retailer Customer Success Manager in London employer: Driftrock Limited
Driftrock is an exceptional employer that prioritises employee well-being and growth, offering a fully remote work environment that fosters flexibility and collaboration. With a strong commitment to continuous learning, employees benefit from a generous training budget, comprehensive health cover, and share options, all while contributing to meaningful projects with some of the world's leading automotive brands. The company's people-first culture ensures that every team member feels valued and empowered to make a real impact in the rapidly evolving marketing technology landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Retailer Customer Success Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Driftrock Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Driftrock Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Retailer Customer Success Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Driftrock Limited:Your cover letter is your chance to shine! Tell us why you want to work at Driftrock Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Driftrock Limited!
How to prepare for a job interview at Driftrock Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
