Senior Customer Success Manager

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

Join the team as our next Senior Customer Success Manager on Twilio’s Segment team.

About the job

The Customer Success Management team at Twilio is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support. The team manages the customer relationship, coordinates internally within Twilio, drives product adoption and guides the customer to take full advantage of our ecosystem. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.

As a Senior Customer Success Manager, Key accounts you will be at the forefront of driving customer satisfaction for our largest customers by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data and communication problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!

Responsibilities

In this role, you’ll

• Ensure customer success by driving full value realization of the platform.

• Identify customer business outcomes and their aligned value metrics.

• Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.

• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.

• Cultivate strong relationships with IT, engineering, and development teams to drive engagement.

• Identify and expand opportunities to deepen customer engagement and account growth.

• Collaborate with internal teams to optimize implementations and resolve complex technical challenges.

• Build and nurture new stakeholder relationships to unlock expansion opportunities.

• Partner with Sales on account renewals and expansion strategies.

• Analyze your portfolio to prioritize high-impact risks and opportunities.

• Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts.

• Become a platform expert wh

Responsibilities

• Ensure customer success by driving full value realization of the platform.
• Identify customer business outcomes and their aligned value metrics.
• Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
• Manage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.
• Cultivate strong relationships with IT, engineering, and development teams to drive engagement.
• Identify and expand opportunities to deepen customer engagement and account growth.
• Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
• Build and nurture new stakeholder relationships to unlock expansion opportunities.
• Partner with Sales on account renewals and expansion strategies.
• Analyze your portfolio to prioritize high-impact risks and opportunities.
• Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts.
• Become a platform expert

• Remote-first work environment