Description
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 and empower millions of developers worldwide to craft personalized customer experiences.
As a Senior Customer Success Manager on Twilio's Segment team, 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.
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
*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 organization
- 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
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
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.