Twilio · 1 day ago
Sr. Customer Success Manager
United States
Full-time
Hybrid
Mid, Senior Level
$117K/yr - $147K/yr
7+ years expTwilio is a company that shapes the future of communications by delivering innovative solutions to businesses and empowering developers. They are seeking a Senior Customer Success Manager to be the central touchpoint for customers, orchestrating the post-sales customer lifecycle and driving product adoption to ensure customer satisfaction and retention.
Enterprise SoftwareMessagingMobile AppsSMSSoftware
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
Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams
Qualification
Required
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
Preferred
experience working in the realm of CDPs, ETL, ad- or martech
Benefits
Health care insurance
401(k) retirement account
Paid sick time
Paid personal time off
Paid parental leave
Company
Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
5001-10000 employees
H1B Sponsorship
Twilio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (215)
2024 (168)
2023 (209)
2022 (369)
2021 (264)
2020 (157)
Funding
Current Stage
Public CompanyTotal Funding
$614.42MKey Investors
Founders Circle CapitalBessemer Venture PartnersUnion Square Ventures
2021-07-28Post Ipo Equity· $378.22M
2017-03-08Post Ipo Equity
2016-08-01Post Ipo Equity
Leadership Team
Khozema Shipchandler
Chief Executive Officer
Aidan Viggiano
Chief Financial Officer
Recent News
2026-01-13
2025-12-29
2025-12-24
Company data provided by crunchbase