Retailer Customer Success Manager

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.

Not sure you tick every box? Please apply anyway.

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, de…