At a Glance
- Tasks: Build strong customer relationships and drive satisfaction, retention, and growth.
- Company: Join a remote-first tech company focused on innovation in the spirits industry.
- Benefits: Enjoy 32 days holiday, private healthcare, and a competitive salary with bonuses.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers maximise their software solutions.
- Qualifications: 5+ years in customer relations and a passion for delivering value.
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.
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 Available: 1
Customer Success Manager employer: Incognito Software Systems Inc
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 fulfilling work-life balance. Join us in a dynamic environment where your contributions are valued and your career can flourish within the global Volaris Group.
Contact Details:
Incognito Software Systems Inc Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they help customers. This will show you’re genuinely interested and ready to contribute.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with the role of Customer Success Manager. Highlight your experience in building relationships and driving customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step.
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 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 the opportunity to work with us at DRAMS. Authenticity goes a long way!
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 see your application and get you into the process smoothly. We can’t wait to hear from you!
How to prepare for a job interview at Incognito Software Systems Inc
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of DRAMS and its software solutions. Familiarise yourself with their customer base and the unique challenges they face in the distilling industry. 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 key. 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 understand the importance of metrics in driving customer success.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in the role. This not only shows your interest but also helps you gauge if DRAMS is the right fit for you. Asking about their approach to customer feedback and product development can also give you valuable insights.
