Associate Manager, Customer Success

San Francisco, CA

Who We Are:

Twitter’s Customer Success team provides best-in-class support for our most valuable self-serve advertisers, increasing retention, revenue, and satisfaction. We are part of our Self-Serve Ads (SSA) team, which is focused on building and scaling our self-serve advertising business through a combination of data, engineering, marketing, customer acquisition, and customer service.

What You’ll Do:

  • Manage a team of Customer Success Specialists focused on providing scaled support to our top self-serve advertisers
  • Work with our vendor team to hire and maintain a pipeline of quality contractor candidates
  • Onboard, train, and coach team members
  • Build, refine, and execute on innovative strategies for scaled support, working with cross-functional partners across Marketing, Sales, Operations, and Finance to maximize efficiency and ROI
  • Identify opportunities across our customer lifecycle to increase customer satisfaction and revenue through Customer Success
  • Oversee the entire inbound workflow, including processes, tooling, account identification and transitions, support SLAs, reporting and measurement

Skills & Requirements:

  • Excellent verbal and written communication in English and comfortable with online communication tools
  • Ability to work quickly and accurately in a fast-paced, deadline-driven environment
  • Highly self-motivated and well-organized
  • Detail-oriented, focused, motivated, able to adapt to an ever-changing environment
  • Ability to multi-task, prioritize among many demands and work with minimal supervision
  • Exceptionally resourceful; fearless in mining available knowledge bases to find answers
  • Data-driven, technical, proactive and curious
  • A passion for technology and problem solving
  • Experience leading a team in a customer/client-facing environment
  • 5+ years of experience, preferably in Sales, Ops, or Customer Success with a track record of strategic thinking
  • Management or Operations experience preferred
  • Experience using Salesforce CRM tool preferred
  • Experience with online advertising, analytics and social media preferred

Hiring Process

Step 1

After you apply, a recruiter may reach out to you for an introductory call.

Step 2

If your background is a match for the role, you may phone interview with 1-2 people.

Step 3

If you continue through the process, you will come onsite 1-2 times to interview with a total of 5-10 people.


Personal Information

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U.S. Equal Opportunity Employment Information  (Completion is Voluntary)

At Twitter, we have a bold aspiration to reach every person on the planet. We believe that goal is more attainable with a team that understands and represents different cultures and backgrounds and we are committed to an inclusive and diverse Twitter.

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You can view the ‘EEO is the Law’ poster here.

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