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Senior Enterprise Customer Success Manager - Segment



Customer Service, Sales & Business Development
Remote · United States
Posted on Tuesday, January 31, 2023
<p> <strong>See yourself at Twilio</strong> </p> <p>Join the team as our next Senior Enterprise Customer Success Manager for Segment.</p> <p> <strong>Who we are &amp; why we’re hiring</strong> </p> <p>Twilio powers real-time business communications and data solutions that help<a href="" target="_blank"> companies and developers worldwide</a> build better applications and customer experiences.</p> <p>Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports<a href="" target="_blank"> diversity, equity &amp; inclusion</a> wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.</p> <p> <strong>About the job</strong> </p> <p>The Customer Success team at Twilio Segment orchestrates the post-sales customer lifecycle in partnership with Solutions Architects, Sales, Marketing and Support. The CSM owns the customer relationship by providing guidance and best practices, driving product adoption and ensuring customers derive value from our platform to renew and grow their relationship with us.</p> <p>We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!</p> <p> <strong>Responsibilities</strong> </p> <p> <strong>In this role, you’ll:</strong> </p> <ul> <li>Be responsible for the ultimate success of our customers, ensuring they realize the full value of the Segment platform.</li> <li>Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy.</li> <li>Lead the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.</li> <li>Maintain relationships with program owners (IT, engineers, and developers) to drive product usage and engagement.</li> <li>Understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand our footprint and depth of engagement.</li> <li>Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges. Partner with the Sales team to advance account renewals and expansion.</li> <li>Proactively identify account risks and develop mitigation plans (coordinating activities internally and externally with customers) to resolve.</li> <li>Communicate performance opportunities and technical overviews to coordinate solutions internally across engineering, marketing, product, and support teams.</li> <li>Become an expert on the Segment platform and integrations, while keeping up with industry trends in data and analytics.</li> </ul> <p> <strong>Qualifications</strong> </p> <p>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!</p> <p> <strong>Required:</strong> </p> <ul> <li>Prioritizes customer experience with a focus on customer satisfaction and retention. You strive to understand clients’ business goals, deploy critical thinking in leading and executing on your portfolio, anticipate future needs and determine solutions.</li> <li>Believes profitable customer relationships are founded on respect, and that growth and expansion come from cultivating relationships. You have shown the capacity to develop relationships and optimize enterprise customer accounts, you understand what it means to evangelize your product.</li> <li>Excited about the ways data can be used to accelerate business goals. You have a strong intuition for business and admiration for analytics, APIs, and SQL.</li> <li>Loves to learn about sophisticated technical products and to understand the intricacies of how systems work.</li> <li>A teammate with a high level of integrity and a desire to assist your team. You stay calm in the face of technical and/or customer challenges. You corral the right people to resolve and infect others with your can-do spirit.</li> <li>You have skills for digesting and effectively communicating technical concepts across audiences of varying technical abilities. You’re resourceful - you might not have all the answers, but you know how to find them.</li> <li>You have a strong background in project management organizing complex customer engagements across multiple stakeholder groups</li> </ul> <p> <strong>Desired:</strong> </p> <ul> <li>3-5+ years of consulting, account management, customer success, or sales experience</li> <li>Experience unblocking relationships and turning detractors into advocates. Experience working with customers across geographies</li> <li>Experience working in high growth MarTech and SaaS organizations</li> <li>Ability to navigate sophisticated organizations to accelerate product adoption, influence collaboration, and evangelize opportunities for growth.</li> <li>Self-motivated, conscientious of customer needs, and improving customer relationships</li> <li>Experience with customer data platforms, marketing, and data technologies. Experience with the suite of tools in Segment’s ecosystem is a plus. Technical and programming language experience a plus, but not required</li> </ul> <p> <strong>Location</strong> </p> <p>This role will be remote and based in either the East or Central Time-Zones in the USA. Travel is on an as needed basis.</p> <p> <strong>What We Offer</strong> </p> <p>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.</p> <p> <strong>Twilio thinks big. Do you?</strong> </p> <p>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<a href="" target="_blank"> Twilio Magic</a>. Additionally, we empower employees to build<a href="" target="_blank"> positive change in their communities</a> by supporting their volunteering and donation efforts.</p> <p>So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!</p> <p>If this role isn't what you're looking for,<a href="" target="_blank"> please consider other open positions</a>.</p> <p> <strong>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.</strong> </p> <p>The estimated pay ranges for this role are as follows:</p> <ul> <li>Based in Colorado: $109,400 - $136,800.</li> <li>Based in New York, Washington State, or the San Francisco Bay area, California: $121,600 - $152,000.</li> <li>This role is eligible to participate in Twilio's equity plan and the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.</li> <li>This role is eligible to earn commissions.</li> </ul> <p>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.</p> <p></p> <p>#LI-Remote</p><div class="content-conclusion"> <div> <div> <div> <div> <div> <p><strong>Twilio is proud to be an equal opportunity employer.</strong>Twilio is proud to be an Equal Employment Opportunityand Affirmative Actionemployer. 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.</p> <p>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,pleasecontact us at<a href="" target="_blank"></a>.</p> </div> </div> </div> </div> </div> </div>
Twilio is an equal opportunity employer.
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