[Hiring] Customer Success Manager @Twilio

Role Description

Join the team as our next Customer Success Manager on Twilio’s Twilio team. As a Customer Success Manager, Strategic accounts you will be at the forefront of driving customer satisfaction 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.

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

Qualifications

• 4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
• Experience managing significant customer relationships and portfolios representing $5M–$15M+ in annual recurring revenue (ARR) preferred.
• 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 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.

Requirements

• This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.
• Approximately 25% travel is anticipated to help you connect in-person in a meaningful way.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Participation in Twilio’s equity plan.
• Eligible to earn commissions.

Application Deadline

Applications for this role are intended to be accepted until November 15, 2026 but may change based on business needs.

Company Description

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.