Senior Customer Success Manager

Role Overview

Join Twilio as a Senior Customer Success Manager and become the central point of contact for Twilio’s largest customers. You’ll drive customer satisfaction and retention by creating tailored strategies aligned to customer goals and company objectives.

Key Missions

• Ensure customer success by maximizing value realization of the platform
• Develop and execute strategic roadmaps for product adoption, customer satisfaction, and engagement
• Identify and expand opportunities to deepen customer engagement and support account growth
• Collaborate with internal teams to optimize customer implementations

Responsibilities

• Manage and grow customer relationships for an assigned portfolio
• Use data-driven insights and best practices to optimize customer outcomes
• Anticipate customer needs and deliver tailored solutions
• Engage executive stakeholders through presentations and discussions
• Leverage client needs, market trends, and financial metrics to maximize revenue growth and product adoption

Requirements

• 4+ years managing enterprise customers with $1M+ ACV per client
• 6+ years in customer-facing roles (CSM, account management, or consulting)
• Proven experience working within or supporting Fortune 500 or similarly large organizations
• Strong data-and-technology orientation to drive business outcomes
• Expert in customer strategy development with data-driven insights
• Excellent collaboration and influence skills across internal teams and external stakeholders
• Strong problem-solving ability to simplify complex issues into actionable plans
• Proven relationship-building skills across all levels and business units

Nice-to-haves

• Demonstrated ability to create structure and processes for high-impact enterprise customers
• Track record of anticipating needs and improving retention

Location

• Full remote