Senior Customer Success Manager

About Twilio

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.

About the Role

Join the team as Twilio's next Senior Customer Success Manager. At Segment (a Twilio company), we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. The Customer Success Management team at Segment is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support.

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.

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

Required 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 Qualifications

• Experience working in the realm of CDPs, ETL, ad- or martech

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.