See yourself at Twilio

Join the team as our next Sr. Manager, Customer Success Operations 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

We are seeking a Senior Manager, Customer Success Operations with exceptional leadership skills and a proven track record of scaling operations in a high-growth environment. As a strategic leader, you will be responsible for leading and scaling our customer success operations function that drive customer retention, customer satisfaction, and revenue growth. This position reports directly to the head of Revenue Operations.

 

As part of the Revenue Operations team, this  multifaceted role empowers you to work cross-functionally with Customer Success leadership, Finance, HR, Enablement and other key business partners to continue to improve the efficiency of our Customer Success organization. We are seeking people with a passion for helping others and who are eager to take on a variety of projects in a dynamic environment. 

 

Responsibilities

In this role, you’ll:

• Lead, mentor, and expand the Customer Success Operations team, ensuring a high-performing, customer-centric culture.

• Drive strategy and execution for our customer success operations to scale our ARR beyond 300 Million.

• Oversee the design, implementation, and management of key performance metrics to ensure continuous improvement and visibility into team performance.

• Use data to identify trends, forecast future customer needs, and define strategic initiatives that enhance customer satisfaction and revenue growth.

• Develop and implement robust processes, policies, and systems to support the growth of our customer success organization.

• Foster strong collaborative relationships with internal stakeholders across Sales, Business Technology, Human Resources, Enablement, and Finance to align strategy and drive customer success.

• Design a headcount plan and maintain up-to-date views of team capacity to determine hiring decisions and areas of efficiency gain

• Own CSM territory and capacity management, including communication to field and management on all territory changes

• Oversee CS tool management, including vendor reviews, contracts, application selection, onboarding, configuring, and on-going maintenance of tools 

• Liaise with Compensation team to support quarterly compensation reporting and exceptions process for the Customer Success team

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 professional experience in business modeling, financial planning and analysis (FP&A) at a global scale

• 6+ years experience in an operational leadership role within a management consulting, technical delivery, or within customer success organizations

• Proven experience in scaling operations in a high-growth SaaS or tech company

• Experience as a people manager, building and managing teams of successful operational professionals

• Demonstrated ability to lead and inspire a team, with a focus on people management and professional development.

• Strong analytical skills, with the ability to translate complex data into actionable strategies.

• Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

• Experience with customer success platforms and CRM software like Salesforce, Vitally and Gainsight.

 

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