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

We are looking for CSMs who are passionate about customers and the ways in which they use data to drive results. 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 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 identify 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 within Segment and external with customers) to resolve.
  • Analyze your portfolio, identify risks and opportunities and prioritize for impact.
  • Communicate performance opportunities and technical overviews to coordinate 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 data and analytics.

Qualifications 

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!

Required:

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

Desired:

  • Experience with customer data platforms, marketing and data technologies
  • Experience with the suite of tools in Segment’s ecosystem is a plus
  • Passionate about supporting and transforming customers’ experience
  • Technical and programming language experience a plus, but not required

Location

This role will be remote and based in NAMER.

Approximately 10% travel is anticipated.

Other Notes

*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.

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.
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