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Customer Service
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Senior Customer Success Manager
@Twilio
[Hiring] Senior Customer Success Manager @Twilio
Mar 29, 2025 - Twilio is hiring a remote Senior Customer Success Manager. 💸 Salary: $115,100 - $159,700. 📍Location: USA.
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Role Description
Join the team as our next Senior Customer Success Manager on Twilio’s Segment team.
As a Customer Success Manager, 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 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.
Qualifications
- 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
- Bonus: experience working in the realm of CDPs, ETL, ad- or martech
Requirements
- This role will be remote, seeking candidates exclusively within the following eligible states: CO, AZ, ID, MT, NM, UT, and WY (Mountain Time Zone)
- Approximately 20% 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
- This role may be eligible to participate in Twilio’s equity plan.
- This role is eligible to earn commissions.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
$115,100 - $159,700
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 29, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
