Dylin Webster

About Dylin Webster

As a global post-sales executive, I specialize in transforming customer experience into a strategic growth engine. At Twilio Segment, I lead Customer Success, Professional Services, and Support with a focus on retention, operational rigor, and value realization. Since joining, I’ve driven measurable improvements in customer renewal rates, doubled services revenue, and unified global teams across the US, EMEA, LATAM, and APAC—elevating customer outcomes and business performance. Previously, as Global Head of Customer Success & Services at SAP Concur, I led a 750+ person team supporting enterprise adoption of SAP’s expense and invoice solutions. By introducing segmentation, digital engagement models, and new service offerings, we unlocked double-digit revenue growth while improving customer health and lifetime value. Throughout my career, I’ve worked cross-functionally with Sales, Product, and Engineering to align post-sales delivery with business goals—ensuring customers not only stay, but expand and advocate. I bring a customer-centric mindset, a data-driven approach, and a strong track record of scaling teams and programs that drive retention and profitability.

Experience

1. VP and Global Head of Post-sales

   Twilio

   May 2024 — Present

   In my role as VP and Global Head of Customer Success and Professional Services at Twilio, I spearheaded the stabilization and scaling of the business during a strategic shift, focusing on retention, CX, and operational performance. I successfully improved gross renewal rates, led a significant turnaround of the Professional Services business, and unified global post-sales teams under a single customer lifecycle vision.

Education

• Smith College

  Political Theory

  2000 — 2004