Regional Director of Customer Success for EMEA

Remote – United Kingdom

About Us

At Twilio, we are redefining the landscape of communication from the comfort of our homes. Our innovative solutions empower countless businesses and millions of developers globally, allowing them to create personalized and impactful customer experiences.

Our commitment to a remote-first environment and a strong culture of connection and inclusivity ensures that no matter where you are, you’re an integral part of a dynamic team, uniting diverse experiences to make a global difference every day. As we continue to revolutionize global interactions, we’re gaining new skills and insights that make our work fulfilling and rewarding. Your career at Twilio is a journey you navigate.

See Yourself at TwilioJoin Us as Our Next Regional Director of Customer Success for EMEA – Segment

Your Role

We are seeking a visionary leader to drive the overall health, adoption, growth, and value realization for Twilio Segment’s customers. As a second-line leader, you will be responsible for steering the performance of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). This role involves leading a team of both high-touch and medium-touch Customer Success Managers (CSMs), building a world-class organization focused on unlocking the potential of customer data for our clients. Your team will be recognized for maintaining an up-to-date understanding of customer health, predicting future trends based on planned activities, surfacing risks proactively, and uncovering upsell and cross-sell opportunities.

Key Responsibilities

In this role, your responsibilities will include:

• Coaching, managing, and mentoring a diverse team of experienced and emerging leaders within the Customer Success organization.
• Fostering a culture of continuous learning with development plans that empower CSMs to create innovative customer engagement strategies.
• Enhancing collaboration across functions with Renewals, Sales, Sales Engineering, Product, Professional Services, Support, and Value Engineering teams.
• Leading your team in achieving outstanding product adoption, customer health, revenue retention, and growth results.
• Identifying avenues to improve efficiency and scale within CSM activities by collaborating with the Customer Success Program Management (CSPM) team to integrate tech-touch and human-touch offerings.
• Working alongside Marketing and Sales to establish and implement standards for customer advocacy and referenceability.
• Championing the results and contributions of the CSM team’s efforts to leadership.
• Personally engaging with customers as an executive sponsor for key accounts to foster relationships and drive adoption and growth strategies.
• Reporting directly to the VP of Customer Success, Renewals, and Value Engineering.

Required Qualifications

• 7+ years of experience in people management.
• Proven track record as a second-line manager, particularly in scaling teams from 20 to over 100 individuals.
• 5+ years in leadership roles within the B2B SaaS sector.
• 3+ years of experience specifically in Customer Success.
• Exceptional success in developing first and second-line managers.
• Demonstrable experience working collaboratively with sales, marketing, and product teams to enhance the customer journey and onboarding experiences.
• Experience thriving within a fast-paced, rapidly expanding organization offering technology solutions.
• Capacity to lead cross-functional transformation with a visionary and collaborative approach.
• A strong track record of performance across various customer segments, from Growth and Mid-Market to Enterprise accounts.
• 2+ years in leadership roles within GTM or product teams beyond Customer Success.
• Experience with products that cater to multiple buyer personas including Marketing, Support, Engineering, Product, Data, and Analytics.

What We Value

At Twilio, we appreciate diverse experiences across all industries. We encourage applicants who meet the necessary qualifications to apply. Whether you’re just starting your career or have taken an unconventional path, we want to hear from you! We’re always on the lookout for individuals ready to bring fresh perspectives.

Work Location

This role is fully remote and can be based within the UK or Ireland.

Travel Expectations

We recognize the importance of building relationships both with our customers and within our team. Therefore, this role anticipates approximately 30% travel to facilitate meaningful in-person connections.

What We Offer

Joining Twilio means enjoying numerous benefits, including competitive compensation, generous time off, extensive parental and wellness leave, comprehensive healthcare, a retirement savings plan, and much more. Please note that offerings may vary based on location.

Ready to make a difference? Come join Twilio!

At Twilio, we embrace big ideas, tackle challenges head-on, and are eager to innovate. We seek teammates who embody our values—what we call Twilio Magic. We also empower our employees to drive positive change in their communities through support for volunteer and donation initiatives.

If you’re excited to realize your full potential and contribute your best work, apply now! If this specific opportunity doesn’t align with your goals, feel free to explore other available positions.

Twilio is committed to being an equal opportunity employer. We prohibit discrimination based on 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 activities, or other legally protected characteristics. We also consider qualified applicants with criminal histories, where permissible by local law. Additionally, Twilio participates in the E-Verify program in compliance with legal requirements in certain locations.

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