Customer Experience Manager

Summary

Join Twilio's Digital CS & Experience team as a Customer Experience Manager NAMER! Drive adoption and retention among the largest customer cohort in the NAMER region. You will develop and implement innovative engagement strategies, collaborate with sales and technical teams, and analyze customer portfolios to identify opportunities and risks. This role requires proven success in customer management and strong communication skills. The position is remote, based in Colombia, with occasional travel. Twilio offers competitive pay and benefits, including generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• Ability to work NAMER time-zone
• 5+ years of consultant, account management, customer success, sales experience or support engineering
• Experience managing customers across geographies
• Proven track record of driving results for your customers and your company
• Effective communicator in stressful situations. Self-motivated, empathetic to customer needs and improving customer relationships
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth

Responsibilities

• Own the ultimate success of our scaled customers in your assigned region, ensuring they realize the full value of the Segment platform
• Achieve adoption and retention goals for your region, developing and running many:1 workshops, webinars, building short form video content and when required running interventions with key customers
• Maximize onboarding, adoption, retention, risk, expansion and advocacy campaigns in your region by collaborating, complementing tech touch with strategic high touch interventions
• Help ‘boost’ customers in your scaled portfolio to expand usage and receive a managed CSM
• Understand the unique needs of your customer region, thoughtfully helping business leaders to identify opportunities to expand our footprint and depth of engagement
• Partner with the Sales and Renewals teams to advance account renewals and expansion
• Partner internally with Solutions Architects and Success Engineers to optimize customer implementations and resolve technical challenges
• Partner with the Customer Success Programs Team to identify new ways to support customers at scale
• 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

Preferred Qualifications

• Experience with customer data platforms, marketing and data technologies. Experience with the suite of tools in Segment’s ecosystem is a plus
• Experience using Gainsight
• Passionate about supporting and transforming customers’ experience at scale
• Technical and programming language experience a plus, but not required
• French, German or Portuguese speakers are also a plus

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave
• Commissions