Senior Regional Director, Digital CS & Experience

See yourself at Twilio

Join the team as Twilio Segment’s next Senior Regional Director, Digital CS & Experience.

Who we are & why we’re hiring

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.

About the job

Customer Experience Managers operate within the Digital CS & Experience function, developing and delivering live customer experiences to the largest and most diverse customer base at Segment. 

 

Engagements will primarily take place in a 1:Many setting although CXMs will also drive direct customer interventions, taking numerous approaches to guide customers towards healthy product adoption, value, and eventually, renewal. In this role, you’ll have the opportunity to help some of the world’s most influential companies solve their toughest data problems at scale.

Responsibilities

In this role, you’ll:

• Grow the Digital CS & Experience team by hiring, coaching, developing, and retaining a high-performing team of CXMs (customer experience managers).
• Own the strategic direction and ultimate success of the Customer Experience Management team.
• Partner with the other Digital CS & Experience teams to create an innovative roadmap of 1:1, 1:few, and 1:many engagements for your team to deliver through our core tools including but not limited to the customer Community, content personalization engine, and AI.
• Collaborate with regional Sales and CS leaders to develop regional roadmaps and drive adoption of your team’s 1:many engagements.
• Set engagement and adoption targets for your team and hold them accountable to achieving them.
• Understand the entire customer lifecycle, contributing to the iteration of the experience by identifying gaps.
• Foster an inclusive team culture of collaboration and continuous learning.
• Drive continuous improvement in team processes and program building methodologies, within the CXM team and more broadly across Digital CS & Experience org.

Qualifications 

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:

• 10+ years of some combination of Digital/Scaled CS, customer success, education, and/or product marketing experience
• 5+ years of management experience leading a Digital or Scaled CS, Customer Success, education, and/or Product Marketing team.
• You have a bias towards action, and quickly move from ideation to validation to execution.
• You have strong relationship management skills and have a reputation with cross-functional teams as being innovative, accountable, and reliable.
• You are incredibly organized and efficient — you take on complex projects and own them from start to finish.
• You have a learning mindset, and a track record of receiving constructive feedback and turning it into meaningful change. You also prioritize delivering constructive feedback up, down, and cross-functionally.
• You continuously operate with a customer-first mindset.
• You have exceptional written and verbal communication skills, especially when it comes to communicating technical and analytical concepts across audiences of varying technical ability.

Desired:

• Experience with customer data platforms, marketing and data technologies
• Experience with the suite of tools in Segment’s ecosystem is a plus
• Passionate about supporting and transforming customers’ experience
• Experience with Liquid JS a plus, but not required

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

 

Travel 

We priori