Customer Success Manager

Twilio•,

40d•Remote

About The Position

The Customer Success Manager, Strategic Accounts, is part of Twilio’s Customer Success Management team, which coordinates the post-sales customer lifecycle in partnership with professional services, sales, and support. The role manages customer relationships, coordinates internally, drives adoption, and helps customers realize value from Twilio’s platform so they can renew and grow their relationships with the company. The manager develops tailored strategies aligned with customer goals and company objectives, and supports customer satisfaction, retention, and growth. They address complex challenges, influence strategic decisions, and advocate for customer needs with executive stakeholders. The role focuses on helping influential companies solve data problems and requires building relationships across customer organizations and coordinating Twilio teams to support customer outcomes. This is a remote role, but candidates cannot be hired in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C. Approximately 25% travel is anticipated. The role may be eligible for Twilio’s equity plan and commissions. Compensation figures are listed as redacted placeholders, and location-specific pay ranges apply only to candidates hired in the locations specified in the posting.

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 that maximize revenue growth and product adoption, informed by client needs, market trends, and financial metrics.
Excellent communication skills for engaging executive stakeholders through presentations and discussions.
Problem-solving skills, including simplifying complex issues and developing actionable client strategies.
Strong collaboration and influencing 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) is preferred.

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 leaders in Engineering, Product, Business Analytics, and Marketing.
Build 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.
Identify risks proactively, prioritize opportunities, and develop mitigation plans for high-impact accounts.
Build expertise in the Twilio platform and stay current with data and analytics industry trends.
Coordinate customer maturity and technical discussions across engineering, marketing, product, and support teams.