CLevelCrossing
AVP Global Customer Success - Segment
CLevelCrossing, San Francisco, California, United States, 94199
Posted onNov 15, 2021ProfileSee yourself at Twilio.Join the team asAVP, Global Customer SuccessWho we are & why we’re hiringTwilio powers real-time business communications and data solutions that helpcompanies and developers worldwidebuild better applications and customer experiences.Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supportsdiversity, equity & inclusionwherever 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.About the jobThe AVP of Global Customer Success is responsible for ensuring the health, adoption, growth, and value realization of Twilio Segment’s customers. This senior leader will be accountable for driving GRR and NRR performance as a 3rd line leader. They will lead a team of both high-touch and medium-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.ResponsibilitiesTwilio 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 experienced and first time leaders in the CS orgCultivate a culture of learning with skill development plans allowing CSMs to build new high value customer engagement playbooksDrive strong internal collaboration with Renewals, Sales, Sales Engineering, Product, Professional Services, Support, and Value Engineering teamsLead team to deliver measurably strong product adoption, customer health, revenue retention, and revenue growthIdentify 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 offeringsPartner with Marketing and Sales to develop & operationalize standards for customer advocacy and referenceabilityChampion the efforts, outcomes, and attribution of the CSM team’s activities to leadershipEngage with customers directly as executive sponsor for key accounts to build relationships and drive adoption & growth strategyThis position reports to the VP of Customer Success, Renewals, and Value Engineering.QualificationsNot 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:7 years experience in people managementExperience as a 3rd line manager, in particular growing teams from 50 to 1505 years in leadership roles in B2B SaaS3 years of experience in Customer SuccessExceptional development track record of first and second line managersExperience in collaborating with sales, marketing and product teams to innovate the customer journey and onboarding experienceExperience working in a rapidly growing, fast-paced organization selling technology solutionsLead cross-functional change with vision and a highly collaborative leadership styleStrong track record of performance across a broad spectrum of customers, ranging from Growth, Mid-Market to Enterprise accountsDesired:2 years experience as a leader in either GTM or Product teams other than Customer SuccessExperience in supporting products that appeal to multiple buyer personas including Marketing, Success/Support, Engineering, Product, Data, and AnalyticsLocationThis position will be remote or in a Twilio office if located near one, for candidates located in the US with up to 30% business travel.What we offerThere 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 callTwilio Magic. Additionally, we empower employees to buildpositive change in their communitiesby 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!
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Coach, manage, and mentor a growing team of experienced and first time leaders in the CS orgCultivate a culture of learning with skill development plans allowing CSMs to build new high value customer engagement playbooksDrive strong internal collaboration with Renewals, Sales, Sales Engineering, Product, Professional Services, Support, and Value Engineering teamsLead team to deliver measurably strong product adoption, customer health, revenue retention, and revenue growthIdentify 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 offeringsPartner with Marketing and Sales to develop & operationalize standards for customer advocacy and referenceabilityChampion the efforts, outcomes, and attribution of the CSM team’s activities to leadershipEngage with customers directly as executive sponsor for key accounts to build relationships and drive adoption & growth strategyThis position reports to the VP of Customer Success, Renewals, and Value Engineering.QualificationsNot 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:7 years experience in people managementExperience as a 3rd line manager, in particular growing teams from 50 to 1505 years in leadership roles in B2B SaaS3 years of experience in Customer SuccessExceptional development track record of first and second line managersExperience in collaborating with sales, marketing and product teams to innovate the customer journey and onboarding experienceExperience working in a rapidly growing, fast-paced organization selling technology solutionsLead cross-functional change with vision and a highly collaborative leadership styleStrong track record of performance across a broad spectrum of customers, ranging from Growth, Mid-Market to Enterprise accountsDesired:2 years experience as a leader in either GTM or Product teams other than Customer SuccessExperience in supporting products that appeal to multiple buyer personas including Marketing, Success/Support, Engineering, Product, Data, and AnalyticsLocationThis position will be remote or in a Twilio office if located near one, for candidates located in the US with up to 30% business travel.What we offerThere 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 callTwilio Magic. Additionally, we empower employees to buildpositive change in their communitiesby 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!
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