See yourself at Twilio

Join the team as our next Customer Success Manager on Twilios Segment product team.

Who we are & why were hiring

Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia & Australia. We're on a journey to becoming a global company that actively opposes racism & all forms of oppression & bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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 & Support. The team manages the customer relationship, coordinates internally within Segment, drives product adoption & guides the customer to take full advantage of our ecosystem. Fundamentally, Customer Success Managers ensure customers derive value from our platform, & ultimately renew & grow their relationship with us.

We are looking for CSMs who are passionate about customers & the ways in which they use data to drive results. As a CSM, you will have the opportunity to help some of the worlds most influential companies solve their toughest data problems. So if you get excited about things like defining culture & process, you may be the Customer Success Manager were looking for!

Responsibilities

In this role, youll:

• Own the ultimate success of our customers, ensuring they realize the full value of the Segment platform.
• Develop & deliver a roadmap to success. Drive product adoption & ongoing usage of Segment, while promoting customer satisfaction & advocacy.
• Manage the customer relationship, acting as trusted advisor to executive & senior leadership in Engineering, Product, Business Analytics & Marketing.
• Manage relationships with program owners (IT, engineers & developers) to drive product usage & engagement.
• Understand your customers needs, thoughtfully helping business leaders to identify opportunities to expand our footprint & depth of engagement.
• Partner internally with Solutions Architects & Success Engineers to optimize customer implementations & resolve technical challenges.
• Partner with the Sales team to advance account renewals & expansion.
• Proactively identify account risks & develop mitigation plans (coordinating activities internally within Segment & external with customers) to resolve.
• Analyze your portfolio, identify risks & opportunities & prioritize for impact.
• Communicate performance opportunities & technical overviews to coordinate solutions internally across engineering, marketing, product & support teams.
• Become an expert on the Segment platform & integrations, while keeping up with industry trends in data & analytics.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & 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:

• 2-5+ years of consultant, account management, customer success or sales experience
• Experience unblocking relationships & turning detractors into advocates
• Experience managing customers across geographies
• Proven track record of driving results for your customers & your company
• Effective communicator in stressful situations
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration & evangelize opportunities for growth.
• Self-motivated, empathetic to customer needs & improving customer relationships

Desired:

• Experience with customer data platforms, marketing & data technologies
• Experience with the suite of tools in Segments ecosystem is a plus
• Passionate about supporting & transforming customers experience
• Technical & programming language experience a plus, but not required
• Fluent in Spanish

Location

This role will be remote & based in NAMER or LATAM.

Approximately 10% travel is anticipated. 

Other Notes

*Please note this role is open to candidates outside of Colorado, California, New York, & 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: $88,960.00- $111,200.00 base
• Based in New York, Washington State, or the San Francisco Bay area, California: $98,880.00- $123,000.00 base
• 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 candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, & 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 & donation efforts.

So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.