Regional Vice President, Customer Success - Segment

See yourself at Twilio

Join the team as our next Regional VP 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

This position is needed to ensure the health adoption growth and value realization of Twilio Segment’s customers.

This leader will be accountable for driving GRR and NRR performance as a 2nd line manager. They will lead a team of high-touch CSMs building a world class organization of experts at unlocking the power of customer data for the companies they work with. This team succeeds if they are recognized cross-functionally as having an always up-to-date perspective on the health of their customers a prediction for where that health will be given the planned activities surface risk early and identify upsell cross-sell and expansion opportunities. With the focus on Enterprise customers this team more than others in the customer success organization demonstrates strong skills in working with large complex and politically dynamic companies accelerating their digital transformation journeys.

Twilio Segment’s Customer Success team is growing in terms of scale efficiency and scope. Our goal is to build CSMs who can act as advisors and partners to their customers in their journey starting with early adoption of first party customer data through a high performance CDP and into anchoring their businesses around a customer engagement platform.

Responsibilities

In this role you’ll:

• Coach manage and mentor a team of leaders in the CS org

• Cultivate a culture of learning with skill development plans allowing CSMs to build new high value customer engagement playbooks

• Drive strong internal collaboration with Renewals Sales Sales Engineering Product Professional Services Support and Value Engineering teams

• Lead team to deliver measurably strong product adoption customer health revenue retention and revenue growth

• Identify opportunities to drive efficiency and scale in CSM activities by partnering with the Customer Success Program Management (CSPM) team to blend tech-touch and human-touch offerings

• Work closely with peer to apply learnings to their portfolios and vice versa

• Partner with Marketing and Sales to develop & operationalize standards for customer advocacy and references

• Champion the efforts outcomes and attribution of the CSM team’s activities to leadership

• Engage with customers directly as executive sponsor for key accounts to build relationships and drive adoption & growth strategy

• This position reports to the VP of Customer Success and Professional Services

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:

• 5+ years experience in people management

• Experience as a 2nd line manager

• 3+ years in leadership roles in B2B SaaS working with large Enterprises

• 4+ years of experience in Customer Success

• Exceptional development track record of first line managers

• Experience in collaborating with sales marketing and product teams to innovate the customer journey and onboarding experience

• Experience working in a rapidly growing fast-paced organization selling technology solutions

• Lead cross-functional change with vision and a highly collaborative leadership style

• Strong track record of performance across a broad spectrum of customers ranging from Growth Mid-Market to Enterprise accounts

Desired:

• Experience in supporting products that appeal to multiple buyer personas including Marketing Success/Support Engineering Product Data and Analytics

Location

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

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role you may be required to travel occasionally to participate in project or team in-person meetings.

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 .

Other Notes:

*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: $164080.00-205100.00.

• Based in New York Washington State or the San Francisco Bay area California: 182320.00-227900.00.

• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for 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.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth reproductive health decisions or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability genetic information political views or activity or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories consistent with applicable federal state and local law. Additionally Twilio participates in the E-Verify program in certain locations as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability please contact us at [email protected].