Remote Strategic Customer Success Manager – Enterprise SaaS

Twilio Inc.; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Twilio, a remote-first company, seeks a Customer Success Manager, Strategic Accounts, to guide high-value relationships across engineering, product, and business analytics. You will drive adoption, retention, and expansion by aligning customer goals with Twilio’s platform capabilities.

Lead strategic roadmaps, advocate for customer needs at executive levels, and collaborate with sales on renewals. You’ll operate in a fast-moving data and analytics environment, shaping long-term customer value.

Qualifications

• 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 ARR.
• 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.

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.

Skills

CSM experience(4-6 yrs)

ARR management

Fortune 500 experience

Data-driven strategy

Customer advocacy

Job description

Twilio, a remote-first company, seeks a Customer Success Manager, Strategic Accounts, to guide high-value relationships across engineering, product, and business analytics. You will drive adoption, retention, and expansion by aligning customer goals with Twilio’s platform capabilities.

Lead strategic roadmaps, advocate for customer needs at executive levels, and collaborate with sales on renewals. You’ll operate in a fast-moving data and analytics environment, shaping long-term customer value.