Senior Customer Success Manager

About the role

Join Twilio's Segment team as a Senior Customer Success Manager. You will be instrumental in ensuring our largest clients achieve maximum value from our platform, driving their success and fostering long-term partnerships. This role is key to customer retention and growth by solving complex problems and guiding strategic decisions.

Key facts

What you'll do

• Ensure clients fully realize the benefits of the platform by understanding and aligning with their business objectives.
• Create and implement strategic plans for product adoption, client satisfaction, and advocacy.
• Serve as a primary point of contact and trusted advisor for executive and senior leaders within client organizations.
• Identify and pursue opportunities to expand client engagement and grow accounts.
• Work collaboratively with internal Twilio teams to optimize client implementations and resolve technical issues.
• Build and maintain relationships with new stakeholders to uncover expansion potential.
• Partner with the sales team on renewal and growth strategies for client accounts.
• Analyze your client portfolio to identify and address high-impact risks and opportunities.
• Develop expertise in the platform and stay informed about industry trends in data and analytics.

Requirements

• At least 4 years of experience managing enterprise clients with individual account values exceeding $1 million annually.
• A minimum of 6 years in client-facing roles such as Customer Success Management, Account Management, or Consulting.
• Demonstrated experience working with or supporting Fortune 500 companies or similarly scaled organizations.
• Expertise in developing client strategies, utilizing data-driven insights and best practices to enhance client outcomes.
• Proven ability to establish and maintain relationships with individuals at all levels and across various departments within client organizations.
• Possess intellectual curiosity, ask probing questions, and challenge assumptions to find better solutions.
• Develop and execute strategies to maximize revenue growth and product adoption, informed by client needs, market trends, and financial data.
• Excellent communication skills, capable of presenting to and engaging with executive stakeholders.
• Strong problem-solving abilities, able to simplify complex issues and create actionable plans for clients.
• Effective collaboration and influencing skills to align internal and external parties.
• Ability to thrive in fast-paced environments and create structure and processes for key accounts.
• A commitment to client satisfaction and retention, with a history of anticipating needs and delivering customized solutions.

Nice to have

• Experience with first-party data strategies and their transformative impact on organizations.

Skills & tools

• Not specified

Practical notes

• This role is remote but not eligible for hiring in CA, CT, NJ, NY, PA, WA.
• Approximately 25% travel is expected for client and team engagement.
• Compensation ranges vary by location:
• Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington D.C.: $117,272.00 - $146,590.00
• New York, New Jersey, Washington State, or California (outside San Francisco Bay Area): $123,792.00 - $154,740.00
• San Francisco Bay Area, California: $130,304.00 - $162,880.00
• This role may be eligible for Twilio's equity and corporate bonus plans.
• Standard benefits include health insurance, 401(k), paid sick time, paid personal time off, and paid parental leave.
• Applications are accepted until August 20th, with potential for change based on business needs.