Senior Manager, Customer Success

Who we are

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.

See yourself at Twilio

Join the team as our next Senior Manager, Customer Success on Twilio's Customer Success team.

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. 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 at Twilio 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 Twilio, 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 Senior Manager of Customer Success, you will be responsible for leading a high-performing team of Senior Customer Success Managers that manage our Strategic book of business, coaching each individual to achieve their goals, and acting as the point of escalation. Internally, you will build strong relationships within the broader success organization, and cross-functionally with sales, services, R&D and marketing. As someone with a demonstrated record of success, you will play a key role in refining our customer success operating model and go-to-market strategy for our customers.

This is a perfect role for someone with a strong strategic vision for customer success and who loves to bring out the best in their team. You get to help customers realize the full value of Segment's offerings in the face of complex challenges.

Responsibilities

In this role, you'll:

• Lead a team of Senior CSMs responsible for the day-to-day customer relationships and success planning, driving product adoption, Segment usage, customer satisfaction, and advocacy.
• Act as the point of escalation for our largest and most complex customers, forming advisory relationships with our customer champions and executive sponsors.
• Own the ultimate success of our customers, ensuring full adoption and value realization of the Segment platform.
• Manage regular forecast and health assessment reporting in , as well as ad-hoc reporting as needed to manage and communicate risk.
• Ensure your team drives usage and engagement within their portfolio of accounts, partnering internally with services and sales to achieve high retention rates and identify expansion opportunities.

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:

• 3+ years in a people leadership role within Customer Success

• 8+ years of Customer Success Management or