Senior Customer Success Manager

About Twilio

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. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

Job Summary

Join the team as Twilio’s next Senior Customer Success Manager on Twilio’s Segment team. This position is needed to be 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 Segment, drives product adoption and guides the customer to take full advantage of our ecosystem.

Key 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.