Customer Success Manager

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: Main duties include but are not limited to: Job Description: What does the Company do? 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? We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. 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. With 30 colleagues working remotely and in hybrid roles across the UK, we’ve built a comprehensive on-boarding process to set you up for success. 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 – the best of both worlds we think! 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. 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