Description
Join the team as our next Senior Customer Success Manager.
At Twilio, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. Our goal is to make it easy to understand, extract value, and protect the integrity of data.
As a Senior 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.
Responsibilities:
- 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.
Qualifications:
- 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
Experience Level: senior Employment Type: full-time Workplace Type: remote Category: Engineering Industry: Technology Salary Range: Not stated Salary Min: Not stated Salary Max: Not stated Salary Currency: USD Salary Period: year Required Skills: customer success, customer relationship management, strategic planning, data analysis, technical communication Preferred Skills: data science, machine learning, cloud computing, software development