Twilio
SeniorCustomerSuccessManager
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“Senior Customer Success Manager at Twilio. Skills: Customer Success Management, Enterprise Customer Management, Strategic Planning, Relationship Management, Product Adoption, Customer Retention, Account Growth. Ensure customer success by driving full value realization of the Segment platform. Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy”
What You'll Achieve.
driving customer satisfaction; customer retention; growth; solve complex challenges; influence strategic decisions; advocate for customer needs; help some of the world’s most influential companies solve their toughest data problems; driving full value realization of the Segment platform; product adoption; customer satisfaction; advocacy; account growth; optimize implementations; unlock expansion opportunities; account renewals; expansion strategies; prioritize high-impact risks and opportunities; develop mitigation plans for high-impact accounts; ensure execution of customer maturity and technical discussions
Industry & Context.
solve complex challenges; resolve complex technical challenges; develop mitigation plans
approximately 20% travel is anticipated
What They're Looking For.
Must Have
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 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, 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
Nice to Have
experience working in the realm of CDPs, ETL, ad- or martech
What You'll Do.
Ensure customer success by driving full value realization of the Segment platform
Develop and execute strategic roadmaps for product adoption
customer satisfaction
Manage the customer relationship
acting as a trusted advisor to executive and senior leadership in Engineering
Cultivate 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
How You'll Work.
Team & Collaboration
Collaborate with internal teams to optimize implementations and resolve complex technical challenges; Build and nurture new stakeholder relationships to align internal teams and external stakeholders; Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams
Communication Scope
Excellent communication skills; presentation skills; Ability to distill technical concepts into easily understood insights for non-technical audiences
Process & Methodology
Develop and execute strategic roadmaps
Full Job Description
Who we are 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. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as our next Senior Customer Success Manager. About the job At Twilio, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market. The Customer Success Management team is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support. The team manages the customer relationship, coordinates internally within Segment, drives product adoption and guides the c
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