ScalingCompany

CultureJe! Lawson

@je"eltwilio.com

January 10

August 11

February 12

Continuous ImprovementDetail OrientedLearnersHumbleHungry

Spirit of Challenge

Jan ’10 “Values”

What is culture?What are values?What’s the di!erence?

People

Product

Process

Culture is living values.

Values are observed in three tangible ways:

RitualsHeroes

Symbols

Rituals

New Employees Build a Twilio App in their first 2 weeksAnswer 20 support ticketsAttend 7 “Twilio 101” SessionsPresent their app and get “knighted”Get a “Buddy” to show them the ropes

New Engineers Deploy code their first day (Add their name to the website)

RitualsMonday, 10:30 AM All Hands (w/ Bagels)

Read some recent tweetsIntroduce new EmployeesLearn their NamesAll Hands AppreciationAll Hands Q&A

Monday, Noon Company Lunch, Meet new People

Wednesday, 6PM Company DinnerNew Employee Demo their Twilio AppTrack Jackets & Kindle “Knighting”Spin the Birthday Wheel of Fate

Thursday, Noon Lunch w/ Tech Talk for continued learning

Friday, Noon End of Sprint DemosPhotoshop Friday

Heroes

Our 9 Things

Symbols

Live The Spirit of Challenge✤

Tackle hard problems. If our ambitions aren’t terrifying, we aren’t pushing ourselves

enough.

Empower Others✤

We’re here to unleash the greatness of others, inside and outside the company.

Start with Why✤

Start by understanding why customers will care.  Use data to challenge assumptions.

Create Experiences✤

Every interaction with Twilio should inspire confidence and admiration.

No Shenanigans✤

Be thoughtful.  Always deal in an honest, direct and transparent way.

Be Humble✤

Everybody has something to learn, so seek first to understand, then be understood.  

Think at Scale✤

Anticipate where we’re going and invest in systems that provide a consistent customer

experience as we grow.

Draw the Owl✤

There’s no instruction book, it’s ours to draw.  Figure it out, ship it and iterate.

Draw the Owl✤

There’s no instruction book, it’s ours to draw.  Figure it out, ship it and iterate.

Be Frugal✤

Profit is the engine that lets us achieve our goals. If we do more with less, we can do

more.

Our

9 T

hing

s Live The Spirit of Challenge

Empower Others

Start with Why

Create Experiences

No Shenanigans

Be Humble

Think at Scale

Draw the Owl

Be Frugal

“How did we get here? The firm changed the way it thought about leadership. Leadership used to be about ideas, setting an example and doing the right thing. Today, if you make enough money for the firm, you will be promoted into a position of influence.”

"The value of your company is driven by your company’s values."

Howard Schultz, Starbucks

ScalingCompany

CultureJe! Lawson

@je"eltwilio.com