Inside Drift: Meet Allison Betito, Enterprise Customer Success Manager

Hey everyone đź‘‹

We have another member of the Drift team that I’m so excited to introduce you to!

I know you’ve already met Mary Mitchell, Catherine LaMacchia, Nadine Shaalan, Kahlil Trocmé, Britnee Laughlin, and Sam Boyd.

In this edition of Inside Drift, I am thrilled to introduce you to Allison Betito. Allison spends her days helping her customers become rockstar Drift users in her role as an Enterprise Customer Success Manager. She’s also a champion for women at Drift as a member of the Women at Drift Employee Resource Group. Her passion for inclusion, Drift, and helping her customers and colleagues be their best is contagious.

Ready to meet Allison? Let’s go ⚡

Editor’s note: The following has been edited and condensed for clarity.

Kaitlyn Martins: We’ll start with an easy one! Can you tell me a little bit about your background and what you do at Drift?

Allison Betito: In 2012, I moved from NYC to Boston to go to Babson College where I pursued a degree in business management with a focus in marketing. My first couple of jobs out of school were at technology companies – one was a small insurance telematics startup and the other was a larger cybersecurity corporation. From both of those jobs, I learned one thing held true: I loved being in front of my customers. As an Enterprise Customer Success Manager (CSM) at Drift, I manage some of Drift’s largest customers, many of which are also global B2B software companies. I act as their trusted conversational marketing advisor and help them see success with Drift so they can then better serve their customers and grow their bottom line. Basically, I help our customers win ??‍♀️

Kaitlyn: What does a typical day for you look like?

Allison: There’s a lot of administrative work that comes along with being a CSM, but getting in front of my customers is how I spend a good portion of my day (and what I enjoy the most!). You’ll usually find me in Zoom meetings with demand gen leads, digital marketing specialists, or business development managers. These calls can range from annual kickoffs where I meet my customer teams and talk through plans for implementation, regular syncs to ensure we are aligned on goals and seeing positive results with a given playbook strategy, or quarterly strategic business reviews where I review my customer’s performance and identify areas for improvement for the next quarter. When I’m not on calls, I’m assessing my customers’ health metrics via Salesforce and making sure each of them is getting a touchpoint when needed whether that’s a quick email or a detailed video highlighting results or optimization strategies.

Kaitlyn: Outside of your role, what other groups or clubs within the organization do you belong to?

Allison: Outside of being a part of the awesome CS squad, I also participate in Drift’s Women’s Employee Resource Group (ERG). I started at Drift shortly before this ERG took off, and I loved getting the chance to collaborate and develop the mission statement and key focus areas for the upcoming quarter. This group of women ranges from individual contributors to managers, to senior leaders in various departments. It’s been a great experience having a quality group outside of my immediate team to share stories with, learn from, and kick back with.

Kaitlyn: What other Employee Resource Groups (ERGs) does Drift offer?

Allison: There are currently eight employee-led ERGs at Drift.

  • Women at Drift
  • Cambio (our Latinx ERG)
  • Rainbots (our LGBTQ+ ERG)
  • Parents at Drift
  • Inclusion at Drift
  • STEM at Drift
  • Environmental Sustainability
  • Wellbots (our mental health ERG)

These employee-led groups were created to support people of similar backgrounds or interests, and aim to promote inclusion. They also offer an opportunity for employees to take on some leadership responsibility outside of their role.

Kaitlyn: What is the Women’s ERG currently doing to help empower women at Drift?

Allison: As a group, we are dedicated to the growth, development, and support of women at Drift in an inclusive environment. We seek to accelerate women’s impact and representation both in the workplace and also out in the community. Every few weeks, our ERG meets to discuss current events, what’s been going on in each other’s lives, and generally anything on our minds! Throughout the quarter, we hold events that bring the group and its allies together for meaningful discussions. Last quarter we had a panel speak on working as a woman in the tech field and another on mental health awareness. Currently, the Women’s ERG is working to identify ways we can support the Black community through partnerships with non-profit organizations that aim to empower and promote women and girls. We’re also in the process of starting our very own book club (or movie club via Netflix Party!) Any suggestions are welcome ?

Kaitlyn: It’s such important work, thanks for sharing that. What’s your favorite part about working at Drift?

Allison: The people! I could talk for hours on why I love this company and working in my role, but if I were to narrow it down to one thing, it is definitely the people I work with. Drifters have this type of energy and drive that I’ve never experienced before. We promote an inclusive culture and we regularly hear from senior leaders how each individual’s work matters. That gives me a huge sense of pride and purpose. It’s amazing to be a part of a community that celebrates diversity, not just in the general sense of professional experience and personal background, but in the way one thinks and what they could bring to the table. Everyone is a unique part of the puzzle that is Drift.

Kaitlyn: Which Drift Leadership Principle is your favorite and why?

Allison: Stay scrappy. Staying scrappy means you keep pushing even when no one is watching. It means staying hungry through the inevitable ebbs and flows that come with fulfilling a mission as big as Drift’s – to change the way businesses buy from businesses. Working in a startup culture has taught me that adaptability is key. In my seven months at Drift, there have been many changes to processes and moving goal posts. So the one thing that remains is our set of Leadership Principles that guide us to be better each day. Staying scrappy is my favorite to live by because it forces me to think outside of the box and continue to challenge myself. It’s this quality that allows me to solve my customers’ problems or tackle an issue at hand regardless of my means or circumstances.

Kaitlyn: This is always a fun one, what was your dream job as a kid?

Allison: As a kid, I dreamed of going to design school and becoming an interior designer. Like many young girls I loved playing with my dolls and decorating my Barbie dream house. I figured if it’s this fun and easy, why not make a life out of it? It’s so funny to me now considering what I actually ended up doing in my adult life, i.e. going to business school, developing a passion for digital marketing, and working in the tech industry – a very different path than what I had envisioned ? But honestly, living on my own and having to furnish and decorate my living spaces was really tough work. I have even more respect now for the professional designers who get paid to do what they do – and do it well!

Kaitlyn: What’s something people don’t know about you?

Allison: Golf was my first love! I was swinging clubs better than I was able to speak in full sentences at the age of three. My dad, an avid golfer, used to work from home when I was a kid. He’d often take me to the course or driving range on his lunch breaks, and I was always excited to go with him. The only rule he had was: “Don’t tell mom.”

Kaitlyn: Last question – what advice would you give someone just starting out at Drift?

Allison: Drift is a dynamic working environment and it’s not for the faint of heart. Here, you can definitely make a name for yourself. There is always something you will be pushing for whether you’re in sales trying to land a multi-year deal with a global enterprise, in product/engineering developing a key new feature improvement to the platform, or in company success trying to solve for an operational inefficiency impacting the business. There are so many things you can work on and add value to, regardless of your team or role. It may not always be easy, but the best part is that you can always rely on the support of your teammates to help push you forward – and I speak from personal experience here. Get ready for an exciting ride ?

Want to join Allison on Drift’s Customer team? We’re hiring. Check out our open roles here.

Want to join Allison on Drift’s customer success team? We’re hiring. Check out our open roles here.