Senior Digital Customer Success Manager

🔥 13 minutes ago

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Own the ultimate success of digital customers in your assigned region, ensuring they realize the full value of the Segment platform. • Achieve adoption, retention, and expansion goals through innovative many:1 programs, workshops, webinars, and strategic interventions with key customers. • Develop and refine frameworks to measure customer health, feedback, and program effectiveness, using insights to inform strategy and improve the scaled customer journey. • Partner with the Global Marketing team to design and implement scalable initiatives that address customer needs across industries and personas. • Act as a trusted advisor with deep product and ecosystem expertise, proactively guiding customers on best practices and identifying underutilized features and opportunities for value realization. • Lead cross-functional initiatives with Sales, Renewals, Solutions Architects, Success Engineers, Product, Marketing, and Support to drive customer outcomes and business results. • Mentor and support other Digital CSMs by sharing best practices, reviewing program execution, and contributing to professional development within the team. • Take ownership of strategic priorities, balancing customer-first decisions with business objectives, and influencing global team strategy. • Help ‘boost’ customers in your digital portfolio to expand usage and receive a managed CSM. • Identify trends and patterns in customer behavior to proactively address risks, surface opportunities, and inform the evolution of scaled programs. • Contribute thought leadership on data maturity, customer success at scale, and industry best practices through content creation, enablement, and knowledge sharing.

🎯 Requirements

• Ability to work APJ time-zone • 7+ Proven experience in Customer Success, Scaled Success, or related fields, with a track record of driving adoption and retention at scale. • Deep understanding of SaaS, data platforms, and customer lifecycle best practices. • Strong cross-functional collaboration skills, with the ability to lead without authority and influence global strategies. • Demonstrated ability to analyze customer data, identify trends, and translate insights into actionable strategies. • Experience mentoring peers or leading projects that improved team performance or customer outcomes. • Excellent communication skills, with the ability to engage both technical and business stakeholders. • A customer-first mindset, paired with the ability to balance short-term problem-solving with long-term strategic thinking. • Experience managing customers across geographies. • Experience with customer data platforms, marketing and data technologies. (Desired) • Experience with the suite of tools in Twilio's ecosystem is a plus. (Desired) • Passionate about supporting and transforming customers’ experience at scale. (Desired) • Technical and programming language experience a plus, but not required. (Desired) • Chinese speakers are also a plus. (Desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • And much more. Offerings vary by location.