Customer Success Manager

twilio; United States; Remote; USD 97,000 - 128,000; Full time

Benefits offered by this job

Equity plan

Corporate bonus

Commissions

Health care

401(k)

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking an experienced Customer Success Manager to own post-sale relationships for a strategic enterprise portfolio within a data platform context. You will collaborate with professional services, sales, and support to drive adoption, orchestrate renewals, and expand revenue with Fortune 500-scale accounts.

You will develop strategic roadmaps, build trusted advisory relationships with IT, Eng, Product, and Marketing leaders, and influence cross-functional teams to deliver value and

Qualifications

• 2+ years managing enterprise customers with $200k+ ACV
• 3+ years in customer-facing roles such as CSM, account management, or consulting
• Experience working with Fortune 500 companies or comparably large organizations
• Strength in customer strategy development, leveraging data-driven insights to optimize client success
• Ability to build and sustain relationships across all levels and business units within large enterprises
• Excellent communication skills for engaging executive stakeholders via presentations and discussion
• Strong problem-solving ability and skill at simplifying complex issues into actionable strategies
• Comfort with dynamic environments and creating structure for high-impact customers
• Working knowledge of analytics, APIs, and SQL to drive business outcomes

Responsibilities

• Drive full value realization of the customer data platform across an enterprise portfolio.
• Develop and execute strategic roadmaps tied to product adoption, customer satisfaction, and advocacy.
• Act as a trusted advisor to senior stakeholders in Engineering, Product, Business Analytics, and Marketing.
• Build deep relationships with IT, engineering, and development teams to sustain engagement.
• Identify and expand opportunities for account growth, partnering with Sales on renewals and expansion.
• Coordinate internal teams to optimize implementations and resolve complex technical challenges.
• Analyze the portfolio to prioritize high-impact risks and opportunities, with proactive mitigation plans.
• Stay current on industry trends in data and analytics while maintaining platform expertise.

Skills

Strategic account management

Data-driven insights

Executive communication

Relationship building

Problem solving

Adaptability

APIs & SQL

Job description

Role overview

Serve as the primary post-sale relationship owner for strategic enterprise customers of a customer data platform. The role partners with professional services, sales, and support to drive platform adoption, orchestrate renewals, and expand revenue across a portfolio of large accounts. The work centers on helping Fortune 500-style organizations unlock value from their first-party data infrastructure.

Responsibilities

• Drive full value realization of the customer data platform across an enterprise portfolio.
• Develop and execute strategic roadmaps tied to product adoption, customer satisfaction, and advocacy.
• Act as a trusted advisor to senior stakeholders in Engineering, Product, Business Analytics, and Marketing.
• Build deep relationships with IT, engineering, and development teams to sustain engagement.
• Identify and expand opportunities for account growth, partnering with Sales on renewals and expansion.
• Coordinate internal teams to optimize implementations and resolve complex technical challenges.
• Analyze the portfolio to prioritize high-impact risks and opportunities, with proactive mitigation plans.
• Stay current on industry trends in data and analytics while maintaining platform expertise.

Requirements

• 2+ years managing enterprise customers with $200k+ ACV per client.
• 3+ years in customer-facing roles such as CSM, account management, or consulting.
• Experience working with or supporting Fortune 500 companies or comparably large organizations.
• Strength in customer strategy development, leveraging data-driven insights to optimize client success.
• Ability to build and sustain relationships across all levels and business units within large enterprises.
• Excellent communication skills for engaging executive stakeholders via presentations and discussion.
• Strong problem-solving ability and skill at simplifying complex issues into actionable strategies.
• Comfort with dynamic environments and creating structure for high-impact customers.
• Working knowledge of analytics, APIs, and SQL to drive business outcomes.

Benefits and work setup

• Remote-first role; candidates will not be hired in San Francisco, Oakland, San Jose, or surrounding California areas.
• Approximately 15% travel for customer and team in-person engagements.
• Estimated pay ranges vary by location: Colorado/Hawaii/Illinois/Maryland/Massachusetts/Minnesota/Vermont/Washington D.C. $92,624–$115,780; New York/New Jersey/Washington State/California outside SF Bay $97,768–$122,210; SF Bay area $102,912–$128,640.
• Eligible for the equity plan, corporate bonus plan, and commissions.
• Standard benefits include health care insurance, 401(k), paid sick time, paid personal time off, and paid parental leave.