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Twilio is seeking a Senior Customer Success Manager for its Segment team, a leading customer data platform that enables companies to collect, store, filter, transform, and send data to hundreds of business tools seamlessly. In this role, you will serve as the central touchpoint for strategic accounts, orchestrating the post-sales customer lifecycle and driving customer satisfaction through tailored strategies aligned with both customer goals and company objectives.
You will manage complex customer relationships with executive and senior leadership across Engineering, Product, Business Analytics, and Marketing functions. Your responsibilities include developing and executing strategic roadmaps for product adoption and customer satisfaction, identifying expansion opportunities, and acting as a trusted advisor to customers navigating their data challenges. You will collaborate internally across professional services, sales, and support teams to optimize implementations, resolve technical challenges, and ensure customers derive maximum value from the Segment platform.
Key responsibilities include ensuring full value realization of the platform, cultivating strong relationships with IT and engineering teams, building stakeholder relationships to unlock expansion opportunities, partnering with sales on renewals and expansion strategies, and proactively identifying risks and opportunities for high-impact accounts. You will become a Segment platform expert, stay current with industry trends in data and analytics, and coordinate customer maturity and technical discussions across internal teams.
Twilio is a remote-first company with a strong culture of connection and global inclusion. While remote-based, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites, or customer meetings. The company uses AI to enhance hiring efficiency, but all hiring decisions are made by real Twilio team members.
About Twilio
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