Senior Manager, Customer Success

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as our next Senior Manager, Customer Success on Twilio’s Customer Success team. About the job At Twilio we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market. The Customer Success Management team at Twilio is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support. The team manages the customer relationship, coordinates internally within Twilio, drives product adoption and guides the customer to take full advantage of our ecosystem. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us. As Senior Manager of Customer Success, you will be responsible for leading a high-performing team of Senior Customer Success Managers that manage our Strategic book of business, coaching each individual to achieve their goals, and acting as the point of escalation. Internally, you will build strong relationships within the broader success organization, and cross-functionally with sales, services, R&D and marketing. As someone with a demonstrated record of success, you will play a key role in refining our customer success operating model and go-to-market strategy for our customers. This is a perfect role for someone with a strong strategic vision for customer success and who loves to bring out the best in their team. You get to help customers realize the full value of Segment’s offerings in the face of complex challenges. Responsibilities

In this role, you’ll:

• 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.

Qualifications 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!

*Required:

3+ years in a people leadership role within Customer Success 8+ years of Customer Success Management or Account Management experience Previous background in SaaS with an interest in staying current with the ever-evolving MarTech space Passionate about supporting and transforming customers’ experience with a knack at turning detractors into advocates Experience managing a team that oversees Fortune 500 clients or similarly large Enterprise organizations Proven track record of forecasting and delivering on OKRs and goals Ability to navigate complex organizations to accelerate product adoption, influence collaboration and evangelize opportunities for growth

• Self-driven and highly attuned to customer needs, building trust and enhancing overall customer satisfaction and loyalty.
• Effective communicator in stressful situations
• Experienced in conducting discovery and leading effective negotiations.

Empathetic to your team’s needs, and the ability to motivate and develop individual contributors

Desired:

• Love to coach a high-performing team to even greater success.
• Have a fantastic track record of attracting, hiring and developing talent.
• Possess intellectual curiosity and are driven to understand customer business goals, anticipate future needs and identify solutions.
• Prioritize customer experience with a focus on customer satisfaction and retention.
• Believe profitable customer relationships are founded on respect, and that growth and expansion comes from nurturing relationships.
• Are a team player with a high level of integrity and a desire to assist your team.
• Have the ability to navigate within a customer organization to build key relationships.
• Have the ability to foresee and proactively address obstacles, often requiring internal and external collaboration.
• Have strong business and analytical acumen, negotiation skills, and interpersonal skills.

Location This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 25% travel is anticipated to help you connect in-person in a meaningful way. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Compensation *Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Minnesota or Vermont : $139,100 - $173,800.
• Based in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $146,800 - $183,500.
• Based in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $154,500 - $193,100.

This role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

• This role is eligible to earn commissions.
• The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
• Applications for this role are intended to be accepted until December 31, 2025, but may change based on business needs.
• Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.