Senior Customer Success Manager

Ever wondered what it feels like to truly shape the future of how businesses connect with their customers, all while enjoying the flexibility of remote work? At Twilio, that's precisely what we do, and we invite you to be a key part of our global journey. As a Senior Customer Success Manager, you won't just manage accounts; you'll become a trusted strategic partner for our most valued customers, guiding them to unlock the full potential of Twilio Segment and transform their customer experiences. If you thrive on building deep relationships, driving tangible business outcomes, and making a real impact from anywhere in the world, then this role is tailor-made for you.

Overview

Twilio stands at the forefront of cloud communications, powering personalized interactions for millions of developers and hundreds of thousands of businesses worldwide. We champion a truly remote-first environment, fostering a vibrant culture of inclusion and connection, irrespective of your global location. We are currently seeking a Senior Customer Success Manager to join our dynamic Twilio Segment team. This pivotal role places you at the very heart of our post-sales customer lifecycle. You will act as the central touchpoint, orchestrating the customer relationship and collaborating closely with our professional services, sales, and support teams to ensure our customers achieve extraordinary success with our innovative platform.

Key Responsibilities

Cultivate Strategic Partnerships: Build and nurture deep, long-lasting relationships with key stakeholders and executives within your assigned portfolio of enterprise customers, understanding their business objectives and challenges.
Drive Platform Adoption and Value: Proactively guide customers through their adoption journey with Twilio Segment, ensuring they fully utilize our features to achieve measurable business outcomes and realize maximum value from their investment.
Orchestrate Customer Success: Lead the end-to-end customer lifecycle, coordinating internal resources and external communications to ensure a seamless experience from onboarding through expansion and renewal.
Identify Growth Opportunities: Actively identify potential for account growth and expansion within your portfolio, collaborating with the sales team to present relevant Twilio solutions.
Champion Customer Advocacy: Serve as the voice of the customer internally, relaying feedback, feature requests, and pain points to product, engineering, and support teams to drive continuous improvement.
Mitigate Risk and Ensure Retention: Monitor customer health, proactively identify potential risks, and implement strategies to ensure high renewal rates and overall customer satisfaction.

Requirements

5+ years of proven experience in a Customer Success or Account Management role within the SaaS industry, specifically with enterprise-level clients.
Demonstrable expertise with Customer Data Platforms (CDP) or similar data management solutions, ideally including Twilio Segment.
Exceptional communication, presentation, and negotiation skills, capable of engaging confidently with technical teams and C-level executives.
A strategic mindset with a strong ability to understand complex business problems and translate them into actionable solutions using Twilio's offerings.
Proven track record of driving customer adoption, retention, and identifying expansion opportunities.
Comfort and proficiency working in a fully remote, globally distributed team environment.

What You'll Gain

Global Impact: Play a direct role in shaping how businesses worldwide communicate and build customer experiences.
Career Growth: Twilio is committed to your professional development, offering ample opportunities for learning and advancement in a rapidly evolving tech landscape.
Innovative Environment: Work with cutting-edge technology, including AI-driven solutions, and contribute to a company that's truly revolutionizing an industry.
Vibrant Culture: Join a supportive, inclusive, and diverse remote-first team where connection and collaboration are highly valued.
Meaningful Work: Every day, you'll empower businesses to create more personalized, impactful connections with their customers.