Senior Customer Success Manager

🕒 May 11

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • A retirement savings program • And much more