Senior Customer Success Manager

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, 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.

• 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.

• 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.

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. 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.

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA. Approximately 25% travel is anticipated.

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.