Regional Director, Customer Success

Summary

Join Twilio as our next Regional Director, EMEA Customer Success - Segment to ensure the health, adoption, growth, and value realization of Twilio Segment’s customers. This leader will drive GRR and NRR performance, leading a team of CSMs to build a world-class organization. The team will be recognized for its up-to-date perspective on customer health, risk prediction, and identification of upsell/cross-sell opportunities. Responsibilities include coaching and mentoring a growing team, cultivating a culture of learning, driving strong internal collaboration, and delivering strong product adoption and revenue growth. The role involves identifying opportunities to drive efficiency, partnering with Marketing and Sales, and engaging with key accounts as an executive sponsor. This position reports to the VP of Customer Success and requires significant experience in people management, B2B SaaS leadership, and customer success.

Requirements

• 3+ years experience in people management
• 3+ years in leadership roles in B2B SaaS
• 7+ years of experience in Customer Success
• Experience in collaborating with sales, marketing and product teams to innovate the customer journey and onboarding experience
• Experience working in a rapidly growing, fast-paced organisation selling technology solutions
• Lead cross-functional change with vision and a highly collaborative leadership style
• Strong track record of performance across a broad spectrum of customers, ranging from Growth, Mid-Market to Enterprise accounts

Responsibilities

• Coach, manage, and mentor a growing team in the Customer Success organisation
• Cultivate a culture of learning with skill development plans allowing CSMs to build new high value customer engagement playbooks
• Drive strong internal collaboration with Renewals, Sales, Sales Engineering, Product, Professional Services, Support, and Value Engineering teams
• Lead team to deliver measurably strong product adoption, customer health, revenue retention, and revenue growth
• Identify 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 offerings
• Partner with Marketing and Sales to develop & operationalise standards for customer advocacy and reference-ability
• Champion the efforts, outcomes, and attribution of the CSM team’s activities to leadership
• Engage with customers directly as executive sponsor for key accounts to build relationships and drive adoption & growth strategy

Preferred Qualifications

Experience in the data or CDP space

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program