Regional Director, Customer Success

Summary

Join Twilio as our next Regional Director, EMEA Customer Success - Segment to ensure the health, adoption, growth, and value realisation of Twilio Segment’s customers. Drive GRR and NRR performance as a 2nd line leader, leading a team of high-touch and medium-touch CSMs. Build a world-class organization of experts in unlocking the power of customer data. The team will be recognized for its up-to-date perspective on customer health, risk prediction, and identification of upsell/cross-sell opportunities. This role reports to the VP of Customer Success, Renewals, and Value Engineering and requires approximately 30% travel.

Requirements

• 7+ years experience in people management
• Experience as a second line manager, in particular growing teams from 20 to 100+
• 5+ years in leadership roles in B2B SaaS
• 3+ years of experience in Customer Success
• Exceptional development track record of first and second line managers
• 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 of experienced and first time leaders 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

• 2+ years experience as a leader in either GTM or Product teams other than Customer Success
• Experience in supporting products that appeal to multiple buyer personas including Marketing, Success/Support, Engineering, Product, Data, and Analytics

Benefits

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