Senior Customer Success Manager

Description:

Join the team as our next Senior Customer Success Manager on Twilio’s Segment Product team.

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

The Customer Success team at Twilio Segment orchestrates the post-sales customer lifecycle in partnership with Solutions Architects, Sales, Marketing and Support. The CSM owns the customer relationship by providing guidance and best practices, driving product adoption and ensuring customers derive value from our platform to renew and grow their relationship with us.

We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!

Responsibilities

In this role, you’ll:

• Own the ultimate success of our customers, ensuring they realize the full value of the Segment platform.
• Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy.
• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.
• Manage relationships with program owners (IT, engineers and developers) to drive product usage and engagement.
• Understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand our footprint and depth of engagement.
• Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges.
• Partner with the Sales team to advance account renewals and expansion.
• Proactively identify account risks and develop mitigation plans (coordinating activities internally and externally with customers) to resolve.
• Analyze your portfolio, identify risks and opportunities and prioritize for impact.
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.
• Become an expert on the Segment platform and integrations, while keeping up with industry trends in data and analytics.

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Min 8 years of consulting, customer success, account management, or sales experience
• Excellent communication skills (verbal, written, presentations) and the ability to synthesize and summarize complex problems for an executive audience both internally and externally
• Strong collaboration skills to influence and gain alignment across internal and external stakeholders
• Ability to thrive in ambiguous situations and is excited to create structure and process as we go for our largest customers
• Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ business goals, deploy critical thinking in leading and executing on your portfolio, anticipate future needs and determine solutions.
• Believes profitable customer relationships are founded on respect, and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.
• Excited about the ways data can be used to accelerate business goals. You have a strong intuition for business and admiration for analytics, APIs, and SQL.
• Loves to learn about sophisticated technical products and to understand the intricacies of how systems work.
• A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit
• You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them.
• You have a strong background in project management organizing complex customer engagements across multiple stakeholder groups

Desired:

• Experience unblocking relationships and turning detractors into advocates. Experience working with customers across geographies
• Experience working in high growth MarTech and SaaS organizations
• Ability to navigate sophisticated organizations to accelerate product adoption, influence collaboration, and evangelize opportunities for growth.
• Self-motivated, conscientious of customer needs, and improving customer relationships
• Experience with customer data platforms, marketing, and data technologies.
• Experience with the suite of tools in Segment’s ecosystem is a plus.
• Technical and programming language experience is a plus, but not required.

This role will be remote, and based in Australia

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately up to 20% travel is anticipated to help you connect in-person in a meaningful way.

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.