Strategic Customer Success Manager (Remote)

Bazeta; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Twilio is hiring a Customer Success Manager in the United States for a remote role. You will drive customer value realization, develop strategic roadmaps for product adoption, and manage relationships with executive stakeholders across Engineering, Product, Analytics, and Marketing.

The role focuses on expanding engagement, renewals, and increased ARR, requiring 4–6 years in Customer Success or related fields, with a track record of working with large enterprises.

Qualifications

• 4–6 years in Customer Success, Account Management or Strategic Account Management in B2B SaaS.
• Experience managing ARR of $5M–$15M+.
• Proven experience with Fortune 500 or large organizations.
• Expert in customer strategy with data-driven insights to improve success.
• Excellent communication for executive-level presentations and discussions.

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 customer relationships, acting as trusted advisor to executives 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 and mitigation plans for high-impact accounts.
• Become a Twilio platform expert and stay current with industry trends.
• Ensure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.

Skills

Account management

Customer success

Stakeholder management

Strategic thinking

Communication

Job description

Twilio is hiring a Customer Success Manager in the United States for a remote role. You will drive customer value realization, develop strategic roadmaps for product adoption, and manage relationships with executive stakeholders across Engineering, Product, Analytics, and Marketing.

The role focuses on expanding engagement, renewals, and increased ARR, requiring 4–6 years in Customer Success or related fields, with a track record of working with large enterprises.