Senior Customer Success Manager

See yourself at Twilio

Join the team as our next Senior Customer Success Manager on Twilio’s Segment team.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

At Segment, 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. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market. 

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. 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 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 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.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!

Requirements

• 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 

Location

This role will be remote, seeking candidates exclusively within the following eligible states: CO, AZ, ID, MT, NM, UT, and WY

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

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.

*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, Minnesota or Vermont: $115,100 - $143,800  
• Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $121,500 - $151,800
• Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $127,800 - $159,700
• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
• This role is eligible to earn commissions. 

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

Applications for this role are intended to be accepted until April 15th, 2025 but may change based on business needs.