Senior Manager, Enterprise Customer Success

Join the team as our next Senior Manager, Enterprise Customer Success 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 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.

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.

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:

• 2+ years in a people leadership role
• 4+ years of Customer Success Management, Sales Engineering, Account Management or Consulting experience
• Passionate about supporting and transforming customers' experience with experience turning detractors into advocates
• Experience managing Enterprise customers
• Proven track record of forecasting and delivering on goals
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth
• Self-motivated, empathetic to customer needs and improving customer relationships
• Effective communicator in stressful situations
• Discovery and negotiation experience
• Empathetic to your team's needs, and the ability to motivate and develop individual contributors

Bonus Points:

• Experience with customer data platforms, marketing and data technologies
• Experience with the suite of tools in Segment's ecosystem is a plus
• Spanish or Portuguese speaking a plus, but not required.

This role will be remote, and ideally based in Central, USA.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $132,300 - $165,375.
• Based in New York, Washington State, or the San Francisco Bay area, California: $147,000 - $183,750.
• This role is eligible to participate in Twilio's equity plan and the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
• This role is eligible to earn commissions.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

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.