Twitter

Customer Success Program Manager, Twitter Developer Platform

Twitter

April 3, 2021

Atlanta, GA 30308, US

Company Description
Twitter is what’s happening and what people are talking about right now. For us, life's not about a job, it's about purpose. We believe real change starts with conversation. Here, your voice matters. Come as you are and together we'll do what's right (not what's easy) to serve the public conversation.
Who we are:
Twitter’s Developer Platform team builds and supports Twitter’s APIs, commercial platform products, and Enterprise Solutions business. Today thousands of B2B software tools - such as customer service, social analytics, marketing management, and more - rely on Twitter’s platform to help make Twitter more valuable for businesses. Our team operates the business behind our enterprise data products. We are one of the fastest growing parts of Twitter today.
Twitter is seeking a Customer Success Program Manager who will be responsible for management and oversight of Enterprise Customer Success. This person will collaborate with across internal teams and external customers to scale and execute strategies that improve customer satisfaction and increase renewal rates.
Job Description

What You’ll Do:


  • Refine and scale the existing Customer Success program to all enterprise API customers

  • Partner with Sales Leadership to embed Customer Success program components into Account Management roles and processes

  • Own and evolve the Customer Success framework (account planning, customer support offerings, customer prioritization, etc) to ensure Enterprise customers gain value from our products

  • Collaborate with Account Management teams and engage directly with customers to better understand customer needs and success measures, to maximize customer impact and renewals

  • Partner across teams to design and deploy new Customer Success offerings to customers in order to ensure maximum customer value

  • Provide oversight and support of centralized business process for customer journey from onboarding through renewal

  • Work with Sales Operations to enable tooling and reporting to track and integrate customer success data with current business systems

  • Work with Partnership leaders to hold account managers accountable for delivering on account plans, and measuring impact of work delivered

  • Collaborate across account teams to share learnings and insights from customer interactions and engagements to inform new Sales efforts and targets

Qualifications

Requirements:


  • You have a customer-focused and continuous improvement mindset, and enjoy digging into root cause of customer issues and learning about customer needs

  • You have exceptional communication and collaboration skills across a wide range of roles (technical, leadership, etc) and in customer-facing environments

  • Ability to run quickly with little supervision and adapt to a fast-paced, constantly changing environment

  • You are autonomous and self-motivated, with a drive to design creative solutions that bring new value to customers

  • Experience with customer journey mapping and customer segmentation a plus

  • Experience with designing, implementing, and leading scaled customer programs a plus

  • The willingness and flexibility to travel up to 20% of the time

  • BA / BS required

  • 5+ years of industry experience with work in Account/Partner Management, Consulting, Strategic Partnerships, or Service Delivery

Additional Information
Here’s all the legal good stuff: We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
All your information will be kept confidential according to EEO guidelines.