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Job Details

Customer Success Manager Segment Sydney

Location
Sydney, NEWSOUTHWALES, Australia, Australia

Posted on
Feb 21, 2022

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Profile

See yourself at Twilio
Join the team as our next
Scaled Customer Success Manager, APAC
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help
companies and developers worldwide
build better applications and customer experiences.
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support
diversity, equity & inclusion
wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
The Scaled Customer Success team at Segment works in a regional model, where CSMs are responsible for delivering high-value scoped engagements with customers in their assigned geography. CSMs work closely with counterparts to identify risk and opportunity at scale as well as drive product adoption and value to ensure renewal and expansion. In this role, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems.
Responsibilities
In this role, you’ll:
Own the ultimate success of our scaled customers in your assigned region, 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.
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.
Partner with the Customer Success Programs Team to identify new ways to support customers at scale
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:
2-4 years of consultant, account management, customer success or sales experience
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
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 based in our
Sydney, Australia
office.
This role can be
remote, and based in APAC
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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

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