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Twilio is seeking a Senior Customer Success Manager to join the Segment team, managing relationships with the company's largest enterprise customers. In this role, you will serve as the central touchpoint for post-sales customer lifecycle management, orchestrating partnerships across professional services, sales, and support teams.
You will develop tailored customer strategies aligned with both customer goals and company objectives, directly impacting retention and growth. Your responsibilities include ensuring full platform value realization, identifying customer business outcomes and value metrics, and developing strategic roadmaps for product adoption and customer satisfaction. You'll act as a trusted advisor to executive and senior leadership, managing complex customer relationships and solving sophisticated challenges.
Key responsibilities include cultivating strong relationships with IT, engineering, and development teams; identifying expansion opportunities; collaborating internally to optimize implementations and resolve technical issues; and partnering with Sales on renewals and expansion strategies. You will analyze your portfolio to prioritize high-impact risks and opportunities, proactively develop mitigation plans for key accounts, and become a platform expert while staying current with industry trends in data and analytics.
Required qualifications include 4+ years managing enterprise customers with portfolios of $1M+ ACV per client, 6+ years in customer-facing roles (CSM, account management, or consulting), and proven experience supporting Fortune 500 companies or similarly large organizations. You must demonstrate expertise in customer strategy development with data-driven insights, proven ability to build relationships across all organizational levels, intellectual curiosity, and strong communication skills. Experience with data platforms, first-party data, or analytics solutions is valued.
About Twilio
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