Senior Customer Success Manager

Summary

Join Twilio as a Senior Customer Success Manager and drive customer satisfaction by developing tailored strategies aligning with customer and company objectives. You will manage customer relationships, coordinate internally, and drive product adoption. This role requires managing enterprise-level customers, proven experience with Fortune 500 companies, and strong communication and collaboration skills. The position is remote, based in the UK, with approximately 20% travel. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• 5+ years managing enterprise level customers
• 7+ years in customer-facing roles (CSM, account management, or consulting)
• Proven experience working within or supporting Fortune 500 companies or similarly large organizations
• Expert in strategic planning, bringing data-driven insights and best practices to optimize client success
• Proven ability to build and sustain relationships with executive-level stakeholders, as well as business and technical contacts to help drive accountability within customer organizations
• Intellectually curious; asks critical questions, and challenges ideas for better solutions
• Develops and implements strategies to maximize revenue growth, retention and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics
• Excellent communication skills and presentation skills
• Ability to distill technical concepts into easily understood insights for non-technical audiences
• Strong collaboration and influence skills to align internal teams and external stakeholders
• Thrives in dynamic environments, adept at creating structure and processes for high-impact customers
• Focus on customer satisfaction and retention, with a track record of anticipating needs and delivering tailored solutions
• Passionate about leveraging data and technology to drive business outcomes

Responsibilities

• Ensure customer success by driving full value realization of the Segment platform
• 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 technical and business 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 Segment platform expert while staying current with industry trends in data and analytics
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams

Preferred Qualifications

Bonus: experience working in the realm of CDPs, ETL, ad- or martech

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program