Regional VP, Global Customer Success

Remote (United States)

The RVP of Global Customer Success is responsible for ensuring the health, adoption, growth, and value realization of Twilio Segment’s Enterprise customers. This leader will be accountable for driving GRR and NRR performance as a 2nd line manager. They will lead a team of both 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.


Responsibilities

Twilio Segment’s Customer Success team is growing rapidly 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. 

  • Coach, manage, and mentor a growing team of first time 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 CSM teams supporting large Growth & Mid-Market customers to apply learnings from Enterprise customers 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 AVP of Global Customer Success


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:

  • 4+ years experience in people management
  • Experience as a 2nd line manager, in particular growing teams from 20 to 50
  • 3+ years in leadership roles in B2B SaaS working with large Enterprises
  • 2+ 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 position will be remote or in a Twilio office if located near one.


You will also get to experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.


What we offer

There are many benefits to working at Twilio, including things like competitive pay, 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!


Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.


If you are a Colorado applicant:

  • The estimated pay range for this role, based in Colorado, is $159,300.00 - $199,125.00
  • 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.


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 accommodation@twilio.com.

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