[Remote] Senior Manager, Customer Success at Twilio

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Communications, SaaSIndustries

Requirements

(Implied from context) Demonstrated record of success in customer success leadership
Strong strategic vision for customer success
Ability to bring out the best in a team
Experience managing complex customer challenges and helping realize full value of offerings
Diverse experiences from various industries (encouraged, no traditional path required)

Responsibilities

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 Salesforce.com, 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
Coach individual Senior CSMs to achieve their goals
Build strong relationships within the broader success organization and cross-functionally with sales, services, R&D, and marketing
Play a key role in refining the customer success operating model and go-to-market strategy for customers

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementProduct AdoptionCustomer Lifecycle ManagementRelationship ManagementCross-functional CoordinationRenewal ManagementCustomer RetentionSaaSData Platforms

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, Twilio follows a remote-first work policy, allowing team members to work from the comfort of their homes regardless of location.

What is the salary for this Senior Manager role?

This information is not specified in the job description.

What skills and experience are required for this role?

The role requires a demonstrated record of success in customer success, strong strategic vision, experience leading and coaching a high-performing team of Senior Customer Success Managers, and the ability to build cross-functional relationships.

What is the company culture like at Twilio?

Twilio has a strong culture of connection, global inclusion, and remote-first work, with a vibrant team of diverse experiences making a global impact.

What makes a strong candidate for this position?

A strong candidate has a demonstrated record of success in customer success, a strategic vision, loves bringing out the best in their team, and experience managing strategic accounts while refining operating models.

Twilio

Cloud communications platform for developers

About Twilio

Twilio provides a cloud communications platform that enables developers to add various communication features like voice, messaging, video, and email to their applications. By using Twilio's APIs, developers can easily integrate these functionalities into their software, allowing for seamless communication with users. What sets Twilio apart from its competitors is its flexible pay-as-you-go pricing model, which charges clients based on their actual usage, making it suitable for businesses of all sizes, from startups to large enterprises. The company's goal is to empower businesses across different industries, such as healthcare, finance, retail, and education, to enhance their communication strategies and improve customer engagement.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$243.9MTotal Funding

IPOCompany Stage

Consulting, Enterprise SoftwareIndustries

5,001-10,000Employees

Benefits

Vacation: Twilio offers generous annual time off in all countries for you to enjoy.

Healthcare: We are dedicated to helping our employees live longer and healthier lives through comprehensive health programs.

Retirement: Twilio cares about your retirement! We offer programs to help our employees plan for their retirement needs.

Family leave: At Twilio we recognize the importance of family. We offer generous maternity, paternity, and adoption leaves, as well as family medical care leave.

Earn your stripes: Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e‑books for continued learning and education.

Catered meals: We provide a variety of snacks, drinks, and catered meals in each of our locations.

Risks

End-of-life for Programmable Video tool may lead to customer dissatisfaction.

Layoffs of 295 workers could decrease morale and affect service quality.

Engagement with Qatalyst Partners suggests potential internal conflicts and strategic shifts.

Differentiation

Twilio integrates voice, video, messaging, and email into applications, enhancing communication capabilities.

The pay-as-you-go pricing model offers flexibility and scalability for businesses of all sizes.

Twilio's APIs enable developers to build and scale communication solutions efficiently.

Upsides

Acquisition of SendGrid enhances Twilio's email API offerings, boosting market share.

Collaboration with Jack Henry strengthens Twilio's presence in the financial services sector.

Partnership with CareNote expands Twilio's reach into specialized markets like pastoral care.

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