Customer Success Manager

Twilio is a communications technology company whose Segment platform helps businesses collect, transform, and distribute customer data across business tools. The Customer Success Manager, Strategic Accounts, will drive customer value realization, product adoption, satisfaction, retention, and growth by developing strategic roadmaps, advising executive stakeholders, and coordinating internal teams to address customer needs and technical challenges.

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 IT, engineering, and development 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

Requirements:

• 2+ years managing enterprise customers with portfolios of $200k+ ACV per client
• 3+ 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 customer strategy development, bringing data-driven insights and best practices to optimize client success
• Proven ability to build and sustain relationships with stakeholders across all levels and business units within an organizations
• Intellectually curious, asks critical questions, and challenges ideas for better solutions
• Develops and implements strategies to maximize revenue growth and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics
• Excellent communication skills for engaging executive stakeholders through presentations and discussions
• Skilled in problem-solving, able to simplify complex issues and develop actionable strategies for clients
• 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 (e.g., analytics, APIs, SQL) to drive business outcomes
• This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas
• For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way