Regional Director, Customer Success EMEA

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio

Join the team as our next Regional Director, EMEA Customer Success  – Segment

About the job

This position is needed to ensure the health, adoption, growth, and value realisation of Twilio Segment’s customers. This leader will be accountable for driving GRR and NRR performance as a 2nd line leader. They will lead a team of both high-touch and medium-touch CSMs building a world class organisation of experts at unlocking the power of customer data for the companies they work with. This team succeeds if they are recognised cross-functionally as having an always up-to-date perspective on the health of their customers, a prediction for where that health will be given the planned activities, surface risk early, and identify upsell, cross-sell, and expansion opportunities.

Responsibilities

In this role, you will:

• 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
• This position reports to the VP of Customer Success, Renewals, and Value Engineering

Required Experience: 

• 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

Desired:

• 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

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!

Location 

This role will be remote and based in the UK or Ireland.

Travel 

We prioritise connection and opportunities to build relationships with our customers and each other. For this role, approximately 30% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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