Senior Customer Success Manager, Twilio

$115.1-159.7k

Salary applicable to CA, CO, HA, IL MA, MA, MI, NJ, NY, VE, Washington D.C., and Washington State and may vary for other locations. + Equity plan & Earn commissions

Realm

Senior and Expert level

Remote from US

More information about location

Cloud communications software

Be an early applicant

Cloud communications software

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Be an early applicant

$115.1-159.7k

Salary applicable to CA, CO, HA, IL MA, MA, MI, NJ, NY, VE, Washington D.C., and Washington State and may vary for other locations. + Equity plan & Earn commissions

Realm

Senior and Expert level

Remote from US

More information about location

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Company mission

To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.

Job

Company

Role

Who you are

We are looking for CSMs who are passionate about first party data and how it can transform organizations
So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!
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

What the job involves

Oin the team as our next Senior Customer Success Manager on Twilio’s Segment team
The Customer Success Management team at Segment 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 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 Customer Success Manager, you will be at the forefront of driving customer satisfaction 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
As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems
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

Application process

Applications for this role are intended to be accepted until May 10, 2025 but may change based on business needs

Our take

Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.

From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.

With that said, aggressive expansion and lack of maturity in some of its products has impacted the company's efficiency, and like many of its peers it has been forced to restructure heavily to remain competitive. Coming out of this restructuring, the company will focus on profitability, streamlining decision making and R&D to put itself in good stead for future success.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

35% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (last 2 of 6 rounds)

Jul 2015

$130m

SERIES E

Jun 2013

$70m

SERIES D

Total funding: $250.7m

Company benefits

Generous annual time off in all countries
Comprehensive health programs
Programs to help our employees plan for their retirement needs
Generous maternity, paternity, and adoption leaves, as well as family medical care leave
Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
Variety of snacks, drinks, and catered meals in each of our locations
Work from home opportunities

Company HQ

Financial District, San Francisco, CA

Leadership

Khozema Shipchandler

(CEO, not founder)

Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.

Share this job

View 37 more jobs at Twilio