Senior Customer Success Manager
About the role
See yourself at Twilio
Join the team as our next Senior Customer Success Manager.
About the job
At Twilio, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market.
The Customer Success Management team is 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 inter