Senior Manager, Enterprise Customer Success

See yourself at Twilio

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

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

The Customer Success Management team at Segment is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support. The team manages the customer relationship, coordinates internally within Segment, drives product adoption and guides the customer to take full advantage of our ecosystem. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.

As Senior Manager of Enterprise Customer Success (Central US & LATAM), you will be responsible for building a high performing team, coaching each individual to achieve their goals, and acting as the point of escalation. Internally, you will build strong relationships within the broader success organization, and cross-functionally with sales, services, R&D and marketing. As someone with a demonstrated record of success, you will play a key role in refining our customer success operating model and go-to-market strategy for our customers.  
This is a perfect role for someone with a strong strategic vision for customer success, and who loves to bring out the best in their team. You get to help customers realize the full value of Segment’s offerings in the face of complex challenges.

Responsibilities

In this role, you’ll:

• Lead a team of CSMs responsible for the day to day customer relationship and roadmap to success (driving product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy).
• Act as the point of escalation for our customers, forming advisory relationships with our customer champions.
• Own the ultimate success of our Enterprise customers, ensuring they realize the full value of the Segment platform.
• Manage regular forecast and health assessment reporting in Salesforce.com, as well as ad-hoc reporting as needed to manage and communicate risk.
• Ensure your team drives usage and engagement within their portfolio of accounts, partnering internally with services and sales to achieve high retention rates and identify expansion opportunities.
• Play a key role in developing our customer success operating model, and go-to-market strategy for our Enterprise customers.
• Understand customer use cases and positive business outcomes, and articulate increasing product value and use cases to secure higher value renewals.

You’re a great fit if you…

• Love to coach a high performing team to even greater success.
• Have a fantastic track record of attracting, hiring and developing talent.
• Possess intellectual curiosity and are driven to understand customer business goals, anticipate future needs and identify solutions.
• Prioritize customer experience with a focus on customer satisfaction and retention.
• Believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships.
• Are a team player with a high level of integrity and a desire to assist your tribe.
• Have the ability to navigate within a customer organization to build key relationships.
• Have the ability to foresee and proactively address obstacles, often requiring internal and external collaboration.
• Have strong business and analytical acumen, negotiation skills, and interpersonal skills.

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!

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