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 & 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

This position is needed to ensure the health, adoption, growth & value realization of Twilio Segments customers.  

This leader will be accountable for driving GRR & 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, & identify upsell, cross-sell, & 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, & politically dynamic companies accelerating their digital transformation journeys.

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

Responsibilities

In this role, youll:

• Coach, manage, & 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, & Value Engineering teams
• Lead team to deliver measurably strong product adoption, customer health, revenue retention, & revenue growth
• Identify opportunities to drive efficiency & scale in CSM activities by partnering with the Customer Success Program Management (CSPM) team to blend tech-touch & human-touch offerings
• Work closely with peer to apply learnings to their portfolios & vice versa
• Partner with Marketing & Sales to develop & operationalize standards for customer advocacy & references 
• Champion the efforts, outcomes, & attribution of the CSM teams activities to leadership
• Engage with customers directly as executive sponsor for key accounts to build relationships & drive adoption & growth strategy
• This position reports to the VP of Customer Success & Professional Services

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:

• 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 & product teams to innovate the customer journey & onboarding experience
• Experience working in a rapidly growing, fast-paced organization selling technology solutions
• Lead cross-functional change with vision & 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, & 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 & opportunities to build relationships with our customers & 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 & 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.

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: $164,080.00-205,100.00.
• Based in New York, Washington State, or the San Francisco Bay area, California: 182,320.00-227,900.00.
• This role may be eligible to participate in Twilios 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 candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. 

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity & 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 & 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 & 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.