Digital Customer Success, Twilio

• You have experience (5+ years) working on digital customer success campaigns or programs in a B2B capacity across a variety of channels (e.g. email, in-app, webinars etc.). Customer marketing, campaign management, or customer success experience could also work
• You have a bias towards action, and quickly move from ideation to validation to execution
• You have the aptitude for digesting and communicating technical and analytical concepts across audiences of varying technical ability
• You have a learning mindset, and a track record of receiving constructive feedback and turning it into meaningful change. You also prioritize delivering constructive feedback up, down, and cross-functionally
• You have a reputation with cross-functional teams as being innovative, accountable, and reliable
• You have exceptional written and verbal communication skills
• You’re excited to scale a team and drive a huge impact

Desirable

• The Digital Customer Success Campaign team at Twilio Segment is an agile team that has a large impact cross-functionally
• We focus on creating programmatic campaigns via in-app and email that move customers through the customer lifecycle from onboarding, adoption, risk expansion and ultimately to advocacy
• We partner with a range of cross-functional partners to help our customers get to value, and we measure ourselves by the customer outcomes we create
• The team also serves as a conduit for the voice of the customer to be transmitted to internal teams which improves the quality of what we build
• The Digital Customer Success Campaign Manager position is a perfect role for someone who has an exceptional drive to execute and iterate, is a resourceful problem solver, has an analytical mindset, and is a strong writer
• This role will own one-to-many digital engagement strategies across all of Segment’s customers with the goal of improving product adoption and customer retention using digital-led methods
• Do you thrive using analytics to prioritize in an ambiguous environment
• Do you enjoy taking on the challenge of educating hundreds of customers at scale
• Are you passionate about representing the voice of the customer across internal teams
• If so, you may be the Digital Customer Success Campaign Manager we’re looking for!
• Campaign Development: Create programmatic customer-facing campaigns via scalable channels (email, in-app, community, etc.) to drive customer outcomes focused on customer health and retention along the customer lifecycle. Own the development and execution of campaigns end to end (research, segmentation, writing, measurement, documentation, and iteration)
• Hypothesize + Measure: Create a hypothesis and expected outcomes, then measure and analyze results. Document learnings and optimize campaigns continuously through testing, iteration and innovation
• Personalization + Campaign Design: Develop data-driven methods for targeting and personalization to gain a deep understanding of customer segments and user personas. Thoughtfully craft multi-step journeys to optimize for customer action, leverage Liquid Logic to customize content
• Documentation + Iteration: Document and socialize learnings within the DCS team by documenting campaign development and outcomes, and giving and receiving feedback in a team setting with internal campaign critique and demo sessions, identify innovative channels to diversify digital-led engagement
• Cross-Functional Partnership and Influence: Partner closely with Pooled CSMs, Marketing, Product Managers, and Product Marketing Managers to develop campaigns in your lifecycle stage that drive customer health and optimization of Segment. Leverage internal visibility to socialize customer feedback and insights to cross-functional partners
• Domain + Industry Expertise: Become an expert on the Segment platform and CDP concepts/trends, while keeping up with Digital Customer Success trends and best practices

• Applications for this role are intended to be accepted until November 30, 2024 but may change based on business needs