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 [ 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.
A quick heads-up about hiring and how we work :
We use Artificial Intelligence (AI) to help make our hiring process efficient.
That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person
on an ad-hoc basis for team gatherings, functional off-sites or customer
meetings.
See yourself at Twilio
Join the team as our next Senior Customer Success Manager on Twilio’s Segment
team.
About the job
The Customer Success Management team at Twilio 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 Twilio, drives product adoption and
guides the customer to take full advantage of our ecosystem. Fundamentally, the
CSM team ensures customers derive value from our platform, and ultimately renew
and grow their relationships with us.
As a Senior Customer Success Manager, Key accounts you will be at the forefront
of driving customer satisfaction for our largest customers by developing
tailored strategies that align with both customer goals and company objectives.
Your work will directly impact customer retention and growth, as you will solve
complex challenges, influence strategic decisions and advocate for customer
needs across executive stakeholders. We are looking for CSMs who are passionate
about first party data and how it can transform organizations. As a CSM, you
will have the opportunity to help some of the world’s most influential companies
solve their toughest data and communication problems. So if you get excited
about things like defining culture and process, you may be the Customer Success
Manager we’re looking for!
Responsibilities
In this role, you’ll:
- Ensure customer success by driving full value realization of the platform.
- Identify customer business outcomes and their aligned value metrics.
- 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 IT, engineering, and development 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 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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage
everyone who meets the required qualifications to apply. If your career is just
starting or hasn't followed a traditional path, don't let that stop you from
considering Twilio. We are always looking for people who will bring something
new to the table!
*Required:
* 4+ years managing enterprise customers with portfolios of $1M+ ACV per
client.
- 6+ 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 customer strategy development, bringing data-driven insights and
best practices to optimize client success.
* Proven ability to build and sustain relationships with stakeholders across
all levels and business units within an organizations
* Intellectually curious, asks critical questions, and challenges ideas for
better solutions
* Develops and implements strategies to maximize revenue growth and product
adoption for the assigned portfolio, leveraging insights into client needs,
market trends, and financial metrics.
* Excellent communication skills for engaging executive stakeholders through
presentations and discussions.
* Skilled in problem-solving, able to simplify complex issues and develop
actionable strategies for clients.
* 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.
Location
This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA,
WA.
Travel
We prioritize connection and opportunities to build relationships with our
customers and each other. For this role, approximately 25% travel is anticipated
to help you connect in-person in a meaningful way.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time
off, ample parental and wellness leave, healthcare, a retirement savings
program, and much more. Offerings vary by location.
Compensation
*Please note this role is open to candidates outside of California, Colorado,
Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York,
Vermont, Washington D.C., and Washington State. The information below is
provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
* Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota,
Vermont or Washington D.C. : $117.272,00 - $146.590,00.
* Based in New York, New Jersey, Washington State, or California (outside of
the San Francisco Bay area): $123.792,00 - $154.740,00
- Based in the San Francisco Bay area, California: $130.304,00 - $162,880.00
- This role may be eligible to participate in Twilio’s equity plan and
corporate bonus plan. All roles are generally eligible for the following
benefits: health care insurance, 401(k) retirement account, paid sick time,
paid personal time off, paid parental leave.
The successful candidate’s starting salary will be determined based on
permissible, non-discriminatory factors such as skills, experience, and
geographic location.
Applications for this role are intended to be accepted until Aug 20th, but may
change based on business needs.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always
up for trying new things. That's why we seek out colleagues who embody our
values — something we call Twilio Magic [
Additionally, we empower employees to build positive change in their communities
[ by supporting their
volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be
the best version of yourself, apply now! If this role isn't what you're looking
for, please consider other open positions.
[
Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters
through fake job postings, emails, websites, or messages. Please ensure you are
engaging with an official @twilio.com [ email address. We will
never ask for payment, gift cards, cryptocurrency, or banking information during
the recruiting process. We do not make job offers without a formal interview
process or conduct interviews exclusively through text-based messaging apps.
Twilio is proud to be an equal opportunity employer. We do not discriminate
based upon race, religion, color, national origin, sex (including pregnancy,
childbirth, reproductive health decisions, or related medical conditions),
sexual orientation, gender identity, gender expression, age, status as a
protected veteran, status as an individual with a disability, genetic
information, political views or activity, or other applicable legally protected
characteristics. We also consider qualified applicants with criminal histories,
consistent with applicable federal, state and local law. Qualified applicants
with arrest or conviction records will be considered for employment in
accordance with the Los Angeles County Fair Chance Ordinance for Employers and
the California Fair Chance Act. Additionally, Twilio participates in the
E-Verify program in certain locations, as required by law.
Job Tags
Full time, Local area, Remote work, Worldwide