About the Role
Title: Regional Vice President, Customer Success – Segment
Location: Remote – US
Category: Sales
Job Description:
See yourself at Twilio
Join the team as our next Regional VP Customer Success on Twilios Segment product team.
Who we are & why were 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 Segments 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 Segments 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, youll:
- 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 teams 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