Sr. Customer Success Manager
See yourself at Twilio
Join the team as Twilio’s next Senior Customer Success Manager on Twilio’s Segment team.
About the job
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. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.
As a Customer Success Manager, you will be at the forefront of driving customer satisfaction by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!
Responsibilities
In this role, you’ll:
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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*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
Bonus: experience working in the realm of CDPs, ETL, ad- or martech
Location
This role will be remote, seeking candidates exclusively within the following eligible states: AZ, CO, ID, MT, NM, UT, and WY.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Compensation
*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
Based in Colorado, Hawaii, Minnesota or Vermont : $115,100 - $143,800.
Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $121,500 - $151,800.
Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $127,800 - $159,700.
This role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
This role is eligible to earn commissions.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Applications for this role are intended to be accepted until February 28, 2026, but may change based on business needs.
About the job
Apply for this position
Sr. Customer Success Manager
See yourself at Twilio
Join the team as Twilio’s next Senior Customer Success Manager on Twilio’s Segment team.
About the job
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. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.
As a Customer Success Manager, you will be at the forefront of driving customer satisfaction by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!
Responsibilities
In this role, you’ll:
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.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*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
Bonus: experience working in the realm of CDPs, ETL, ad- or martech
Location
This role will be remote, seeking candidates exclusively within the following eligible states: AZ, CO, ID, MT, NM, UT, and WY.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20% travel is anticipated to help you connect in-person in a meaningful way.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Compensation
*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
Based in Colorado, Hawaii, Minnesota or Vermont : $115,100 - $143,800.
Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $121,500 - $151,800.
Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $127,800 - $159,700.
This role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
This role is eligible to earn commissions.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Applications for this role are intended to be accepted until February 28, 2026, but may change based on business needs.