Customer Success Manager - Segment (EDT)

See yourself at Twilio

Join the team as our next Customer Success Manager - Segment.

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're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

The Customer Success team at Segment is the central touchpoint for our business tier customers, orchestrating the post-sales customer lifecycle in partnership with Solutions Architects, 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, Customer Success Managers ensure customers derive value from our platform, and ultimately renew and grow their relationship with us. 

We are looking for CSMs who are passionate about customers and the ways in which they use data to drive results.  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 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  identify 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 within Segment and external with customers) to resolve.

• Analyze your portfolio, identify risks and opportunities and prioritize for impact.

• Communicate performance opportunities and technical overviews to coordinate 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. 

You’re a great fit if …

• You prioritize customer experience with a focus on customer satisfaction and retention.

• You strive to understand clients’ business goals, anticipate future needs and identify solutions. 

• You believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships.

• You get excited about the ways data can be used to accelerate business goals. 

• You love to learn about complex technical products, and to understand the intricacies of how systems work.

• 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 are a team player with a high level of integrity and a desire to assist your tribe - you can be flexible as this office scales.

• You have proven capacity to develop relationships and optimize customer accounts, you understand what it means to evangelize your product. 

• You have strong business acumen and admiration for analytics, APIs and SQL.

• You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability.

• You’re resourceful - you might not have all the answers, but you know how to find them.

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:

• 3+ years of consultant, account management, customer success or sales experience

• Experience unblocking relationships and turning detractors into advocates

• Experience managing customers across geographies

• Proven track record of driving results for your customers and your company

• Effective communicator in stressful situations

• 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

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

• Technical and programming language experience a plus, but not required

Location 

This role will be based in the United States.

Approximately 0% travel is anticipated. 

What We Offer

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.

Twilio thinks big. Do you?

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.

Colorado applicants: 

• The estimated pay range for this role, based in Colorado, is $96,000-$120,000
• Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan

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. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave