Twilio Customer Success Manager at Twilio managing post-sales customer lifecycle and driving product adoption. Responsible for orchestrating customer relationships and coordinating internally to ensure customer value and retention.
Responsibilities
Ensure customer success by driving full value realization of the Twilio 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 Twilio 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.
Qualification
Expert in customer strategy developmentIntellectually curiousSkilled in problem-solvingThrives in dynamic environments
Required
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!
4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
Experience managing significant customer relationships and portfolios representing $5M–$15M+ in annual recurring revenue (ARR) preferred.
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.
