Senior Customer Success Manager

Summary

Join Twilio as a Senior Customer Success Manager and drive customer satisfaction by developing tailored strategies aligning with customer goals and company objectives. You will directly impact customer retention and growth, solving complex challenges, influencing strategic decisions, and advocating for customer needs. This role involves managing customer relationships, coordinating internally within Segment, driving product adoption, and ensuring customers derive value from the platform. You will work closely with various internal teams, including Sales, Engineering, Product, and Support, to optimize implementations and resolve technical challenges. The position requires expertise in customer strategy development, strong communication skills, and a passion for leveraging data and technology to drive business outcomes. This is a remote position with approximately 25% anticipated travel.

Requirements

• 4+ years managing enterprise customers with portfolios of $2M+ ACV per client
• 6+ 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 customer strategy development, bringing data-driven insights and best practices to optimize client success
• Proven ability to build and sustain relationships with stakeholders across all levels and business units within an organizations
• Intellectually curious, asks critical questions, and challenges ideas for better solutions
• Develops and implements strategies to maximize revenue growth and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics
• Excellent communication skills for engaging executive stakeholders through presentations and discussions
• Skilled in problem-solving, able to simplify complex issues and develop actionable strategies for clients
• 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 (e.g., analytics, APIs, SQL) 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 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 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

Benefits

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