Revenue Operations Manager - Customer Success (Segment)

Posted May 17

Join the team as our next Revenue Operations Manager - Customer Success (Segment)

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

Segment is looking for an experienced Customer Success Operations Manager interested in helping steer our fast-growing customer success organization. Working closely with a senior management team that has successfully built other enterprise SaaS companies, you will help grow and scale the operational foundation and systems to drive the success of our team.

This is a multi-faceted role where you will work cross-functionally with Customer Success leadership, Finance, HR, Revenue Ops, and other key business partners to continue to improve the efficiency of our Customer Success organization. We are seeking people with a passion for helping others and who are eager to take on a variety of projects in a dynamic environment.


In this role, you’ll:

  • Guide annual GTM planning process (FY and long-range modeling, headcount planning, capacity planning, territory management, comp plan design, coverage models) in collaboration with Customer Success leadership, Finance, Compensation, Operations, and other business partners
  • Liaise with Compensation team to support quarterly compensation reporting and exceptions process for the Customer Success team
  • Design a headcount plan and maintain up-to-date views of team capacity to determine hiring decisions and areas of efficiency gain
  • Support Customer Success leadership in account assignment and coverage model design
  • Own CSM territory and capacity management in Salesforce, including communication to field and management on all territory changes
  • Oversee CS tool management, including vendor reviews, contracts, application selection, onboarding, configuring, and on-going maintenance of tools
  • Monitor and resolve system performance, data integrity and user activity to make deploy continuous improvements
  • Design and launch processes, workflows, and automations that drive internal efficiencies and up-level the effectiveness of our Customer Success team
  • Build and maintain key documentation regarding Customer Success policies, processes, and requirements
  • Develop and own critical analysis reporting and dashboarding on key Customer Success performance and business metrics
  • Lead project planning, weekly meetings, and presentations as needed


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!


  • Are a natural and independent problem solver - you’re highly skilled at understanding and solving problems and are comfortable with ambiguous problems with no easy answer
  • Have strong written and verbal communication skills - you’re able to effectively communicate insights, recommendations, and policies to CS leadership & CSMs using various formats (decks, presentation, emails, Slack, etc.)
  • Have excellent organizational and project management skills - you’re comfortable multitasking and prioritizing in a fast paced environment and coordinating with multiple stakeholders


  • 2+ years in a Customer Success Operations role at a technology company, with experience managing key operational workflows and projects
  • Have previous experience with Salesforce, Gainsight, Vitally, and/or similar CRM and Customer Success tools in a power user capacity
  • Intermediate/advanced skills in MS Excel/Google Sheet
  • Ability to communicate the right level of information to executives and cross-functional teams at the right cadence


This role will be Remote, based in the USA.

Approximately 0%travel is anticipated.

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.

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is 95,680 - 131,560
  • Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Manager

Job Type: Full-Time

Regional Restrictions: USA Only

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United States


Job Info:
100% Remote

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