Customer Success Manager

Twilio

4d•Remote

About The Position

Twilio is hiring a Customer Success Manager for strategic accounts to drive customer satisfaction, retention, and growth. The role develops tailored strategies that align customer goals with company objectives and helps influential organizations address complex data challenges. The Customer Success Management team orchestrates the post-sales customer lifecycle in partnership with professional services, sales, and support, managing customer relationships, coordinating internally, driving product adoption, and helping customers realize value from Twilio’s platform. The position acts as a trusted advisor to executive and senior stakeholders, while cultivating relationships with IT, engineering, and development teams. It works across internal teams to optimize implementations, resolve technical challenges, and coordinate customer maturity and technical discussions. The role is remote, with approximately 25% travel anticipated for in-person customer and team connections. It is not eligible for hire in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C.

Requirements

4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
Proven experience working within or supporting Fortune 500 companies or similarly large organizations.
Expertise in customer strategy development, using data-driven insights and best practices to optimize client success.
Ability to build and sustain relationships with stakeholders across organizational levels and business units.
Intellectual curiosity, including asking critical questions and challenging ideas to find better solutions.
Ability to develop and implement strategies to maximize revenue growth and product adoption, using insights into client needs, market trends, and financial metrics.
Excellent communication skills for engaging executive stakeholders through presentations and discussions.
Strong problem-solving skills, including simplifying complex issues and developing actionable client strategies.
Strong collaboration and influence skills to align internal teams and external stakeholders.
Ability to thrive in dynamic environments and create structure and processes for high-impact customers.
Focus on customer satisfaction and retention, with a track record of anticipating needs and delivering tailored solutions.
Passion for using data and technology, such as analytics, APIs, and SQL, to drive business outcomes.

Nice To Haves

Experience managing significant customer relationships and portfolios representing $5M–$15M+ in annual recurring revenue (ARR).

Responsibilities

Drive full value realization of the Twilio platform for customers.
Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
Manage customer relationships and serve as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.
Cultivate relationships with IT, engineering, and development teams to drive engagement.
Identify and expand opportunities to deepen customer engagement and grow accounts.
Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
Build and nurture stakeholder relationships to unlock expansion opportunities.
Partner with Sales on account renewals and expansion strategies.
Analyze the customer portfolio to prioritize high-impact risks and opportunities.
Proactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts.
Develop expertise in the Twilio platform and stay current with data and analytics industry trends.
Coordinate internal teams across engineering, marketing, product, and support to execute customer maturity and technical discussions.