Senior CSM (Strategic) - Segment

See yourself at Twilio

Join the team as our next Senior Enterprise Customer Success Manager on Twilio’s Segment product team.

Who we are & why we’re hiring

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

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

About the job

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.

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!

Responsibilities

In this role, you’ll:

• Own the ultimate success of our customers, ensuring they realize the full value of the Segment platform.
• Develop and deliver a roadmap to success. Drive product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy.
• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.
• Manage relationships with program owners (IT, engineers and developers) to drive product usage and engagement.
• Understand your customer’s needs, thoughtfully helping business leaders to find opportunities to expand our footprint and depth of engagement.
• 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.
• Proactively identify account risks and develop mitigation plans (coordinating activities internally and externally with customers) to resolve.
• Analyze your portfolio, identify risks and opportunities and prioritize for impact.
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.
• Become an expert on the Segment platform and integrations, while keeping up with industry trends in …