Inside Drift: Meghan Catucci, Enterprise Customer Success Manager

Welcome back to another edition of Inside Drift, where we introduce you to the fantastic people that make Drift such a great place to work. (Psst — did you hear we were just named a LinkedIn Top Startup for the fourth year in a row 👀)

So far you’ve met Shannon Donovan, Mary Mitchell, Catherine LaMacchia, Nadine Shaalan, Britnee Laughlin, Carolina Caprile, Michelle Ai, Frank Schepps, Tate Knapp, Zareena Javed, Jason Richman, Stacy Chen, Lillian Frost, Josh Moody, Miles Kane, and Lorraine Chon-Qui.

Today I’m introducing you to Meghan Catucci. Meghan joined the Drift team as a Customer Success Manager out of New York City in May 2021. In her role, she collaborates daily with some of our biggest, most complex customers to ensure that they’re getting the most out of Drift. When she’s not at her desk, you can find her whipping up something amazing in the kitchen or on a ski slope up north ⛷

Ready to meet Meghan? Let’s go ⚡

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

Kaitlyn Martins: Thanks for chatting with me. To start, can you tell me a little bit about what you do at Drift?

Meghan Catucci: I’m an Enterprise Customer Success Manager — meaning, I work with some of our most complex enterprise accounts to ensure that they’re not only using Drift successfully, but also continuously optimizing. That way, they can maximize their return on investment (ROI) with us.

Kaitlyn: What does your day-to-day typically look like?

Meghan: Calls on calls on calls 😊 Fortunately, I love it. I meet with customers regularly to make sure we’re tracking on our key performance indicators (KPIs) and that we’re on the same page about their priorities and business needs. Then, I can suggest ways that Drift can strategically drive them towards their goals.

I’m also in a lot of team meetings so I can make sure that I’m on top of the newest developments in the platform as well as share customer pains and solutions. All of this helps us become more efficient and collaborative as an organization.

One other thing I do is business reviews. So many of my days are spent prepping for or conducting those.

Kaitlyn: Can you tell us about the structure of the Customer Success department at Drift? How about your team?

Meghan: The Customer Success department is verticalized based on the organization size of the customers we support, and then by region. Although I’m based in NYC, I work on Central within the Enterprise team.

Kaitlyn: You started at Drift after we made the decision to become a Digital First company. What has your experience been like getting acclimated at a new company while being remote?

Meghan: This is the first time I’ve ever done that in a new role. As was the case for many others, my last job was fully remote because of COVID-19 but it didn’t start out that way — so I was unsure about how to make connections in a remote world.

Drift has been amazing in terms of recognizing those challenges and offering a lot of different ways for us to connect with one another. I’ve already met up with some other Drifters in NYC, and I joined the Black at Drift employee resource group (ERG) right away. Donut dates are also a great way to meet people outside of your day-to-day. Overall, people are very generous with their time, which is great. But you also have the freedom to be heads-down and to pause your notifications when you need to, which I find crucial.

Kaitlyn: Your team is growing like crazy right now. Why should someone want to work in Customer Success at Drift?

Meghan: I’m not going to lie — it’s hard work. We have a complex product and offering, and you need to be committed to nonstop learning to be successful. But it’s completely worth it to see yourself driving wins for your customers in this kind of environment. You get to be part of a team that’s creating real, quantifiable results for your customers every single day. It’s awesome.

Kaitlyn: What’s a fun fact that people might not know about you?

Meghan: Hmm…I was a cheerleader in the Macy’s Thanksgiving Day Parade. Not recently 😆

I also have a master’s degree in journalism from Columbia that indirectly led me here, but that’s a whole other story.

Kaitlyn: What initially drew you to Drift as a place to work?

Meghan: Honestly, I just loved the vibe. Obviously it’s an awesome product. But that only gets you so far. The people are so important because you spend so much of your life at work. I’ve met so many amazing, smart, and kind people already, and it makes every day better than it would be otherwise. I love being surrounded by people who challenge you, relate to you, and help you grow — but also know how to have fun and don’t take themselves too seriously. “Nothing is ever worth a freak-out” is my motto.

Kaitlyn: When you aren’t working, what can we find you doing?

Meghan: I love working out so the gym is my second home. Also, I grew up skiing in Vermont and my husband snowboards, so we try to be in the mountains for a good part of the winter.

Our happy place is Whistler, B.C. (And our precious one-year-old beagle mix is named Killington, after the mountain.)

I love to cook complicated dishes that have me in the kitchen for hours. And I’ve enjoyed gaming all my life. Some of my favorites are The Sims, Life Is Strange, and Grand Theft Auto.

Kaitlyn: Finally, what advice do you have for prospective Drift candidates, particularly someone looking to join the Customer Success team?

Meghan: Be ready to adapt and move fast, and don’t be shy. If you put yourself out there, you’ll be glad you did. Demonstrate a strategic mindset. And be curious. There are no stupid questions!

Want to work with Meghan? We’re hiring. Check out our open roles here.