Overview

At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. Unfortunately, most product managers, analysts, and marketers spend too much time searching for the data they need, while engineers are stuck integrating the tools they want to use. Segment standardizes and streamlines data infrastructure with a single platform that collects, unifies, and sends data to hundreds of business tools with the flip of a switch. That way, our customers can focus on building amazing products and personalized messages for their customers, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to power the entire customer data ecosystem, and we need the best people to take the market.

The Enterprise Customer Success Management team at Segment is the central touchpoint for our Enterprise customers in the East coast of the Americas as well as EMEA, orchestrating the post-sales customer lifecycle in partnership with Solutions Architects, sales and support.  The team manages the customer relationship, coordinates internally within Segment, drives product adoption and guides the customer to take full advantage of our ecosystem. Fundamentally, Customer Success Managers ensure customers derive value from our platform, and ultimately renew and grow their relationship with us.

As Regional Manager, Enterprise CSM for our Enterprise customers in the Americas East and EMEA, you will be responsible for building a high performing team, coaching each individual to achieve their goals, and acting as the point of escalation.  Internally, you will foment strong relationships within the broader success organization, and cross-functionally with sales, product and marketing. As someone with a demonstrated record of success, you will play a key role in refining our Customer Management Program and go to market strategy for our Enterprise customers.  

This is a perfect role for someone with a strong strategic vision for customer success, and who loves to bring out the best in their team. You get to help customers realize the full value of Segment’s offerings in the face of complex challenges.

What you’ll do:

  • Lead a team of CSMs responsible for the day to day customer relationship and roadmap to success (driving product adoption and ongoing usage of Segment, while promoting customer satisfaction and advocacy.)
  • Act as the point of escalation for our customers, forming advisory relationships with our customer champions.
  • Own the ultimate success of our Growth and Commercial customers, ensuring they realize the full value of the Segment platform.
  • Manage weekly forecast reporting in Salesforce.com and ad-hoc reporting as needed to manage and communicate risk
  • Ensure your team drives usage and engagement within their portfolio of accounts, partnering internally with Solutions Architects and Sales to achieve high retention rates identify expansion opportunities.
  • Play a key role developing our customer success management program, and go to market strategy for our Growth and Commercial customers,
  • Understand customer use cases and articulate increasing product value and expanded product use-cases to secure higher value renewals

You’re a great fit if you…

  • Love to coach a high performing team to even greater success
  • Have a fantastic track record of attracting, hiring and developing talent
  • Possess intellectual curiosity and are driven to understand customer business goals, anticipate future needs and identify solutions.
  • You prioritize customer experience with a focus on customer satisfaction and retention.
  • You believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships.
  • You are a team player with a high level of integrity and a desire to assist your tribe - you can be flexible as this office scales.
  • You have aptitude for digesting and effectively communicating technical concepts across audiences of varying technical ability.
  • Ability to navigate within a customer organization to build key relationships
  • Ability to foresee and proactively address obstacles, often requiring internal and external collaboration
  • Strong business and analytical acumen, negotiation skills, and interpersonal skills.

Requirements:

  • 3+ years in a people leadership role
  • 6+ years of Customer Success Management, Sales Engineering, Account Management or Consulting experience
  • Passionate about supporting and transforming customers’ experience with experience turning detractors into advocates
  • Experience managing Enterprise customers
  • Proven track record of forecasting and delivering on pipeline progression
  • 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
  • Effective communicator in stressful situations
  • Discovery, negotiation and closing experience
  • Self-motivated, empathetic to customer needs and improving customer relationships

Bonus points:

  • Experience with customer data platforms, marketing and data technologies
  • Experience with the suite of tools in Segment’s ecosystem is a plus
  • Technical and programming language experience a plus, but not required

Segment is an equal opportunity employer. We believe that everyone should receive equal consideration and treatment in all terms and conditions of employment regardless of sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, gender identity, gender expression, race, color, religion, creed, national origin, ancestry, age (over 40), physical disability, mental disability, medical condition, genetic information, marital status, domestic partner status, military or veteran status, height, weight, AIDS/HIV status, and any other protected category under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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