About this role.
Twilio is seeking a Senior Customer Success Manager for its Segment team to serve as the central post-sales touchpoint for its largest enterprise customers. This remote-first role focuses on driving product adoption, ensuring full value realization, and building strategic relationships with executive stakeholders. The ideal candidate will develop and execute customer-specific roadmaps that align with both customer goals and Twilio's objectives, directly impacting retention and growth. With a portfolio of $1M+ ACV accounts, the role requires solving complex challenges and collaborating across sales, engineering, and product teams. Twilio values diverse experiences and offers a vibrant, globally inclusive culture.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am writing to express my enthusiasm for the Senior Customer Success Manager position at Twilio. With over seven years of experience managing enterprise customer portfolios and a proven track record of driving product adoption and revenue growth, I am excited to help Twilio's Segment customers unlock the full potential of their first-party data. My background includes developing strategic roadmaps, building executive relationships, and collaborating with sales and technical teams to ensure seamless renewals and expansions.
I have consistently improved customer retention by identifying risks early and implementing proactive mitigation plans. Twilio's remote-first culture and commitment to innovation strongly align with my professional values, and I would be honored to contribute to the success of your customers and your company. Thank you for your consideration.
Sincerely, [Your Name]
Sample interview questions
I would start by thoroughly understanding the customer's business goals, identifying their key success metrics, and mapping how the platform can deliver those outcomes. I would then create a tailored onboarding plan with clear milestones, conduct regular check-ins with stakeholders, and provide training and resources to ensure the team feels confident using the product. I would also establish a governance framework to measure adoption and proactively address any barriers, while continuously communicating value through business reviews.
In a previous role, I had a customer who was considering cancellation due to lack of engagement and dissatisfaction with a technical issue. I immediately organized a crisis meeting, listened to their concerns, and partnered with our engineering team to provide a fast resolution. I then reassessed their business goals and developed a revised success plan that focused on the features most valuable to them, with weekly checkpoints and executive alignment. Within three months, the customer not only renewed but also expanded their contract by 20%.
I use a combination of data and strategic assessment. I track metrics like product usage, customer health scores, and upcoming renewal dates to identify accounts that need immediate attention. I also evaluate the potential revenue impact and strategic importance of each account. I then allocate my time based on risk and opportunity, ensuring high-risk accounts receive proactive support while high-growth accounts get extra focus to drive expansion. I regularly re-evaluate as circumstances evolve.
I maintain a close collaboration with the sales team by sharing customer insights and health data regularly. We jointly create account plans that outline growth opportunities and renewal strategies. I provide the sales team with detailed information about customer needs, adoption levels, and potential expansion areas, while sales brings market intelligence and contract details. Together, we engage the customer with a unified voice, ensuring a seamless experience and maximizing retention and growth.
I was managing a customer who was using only a small portion of the platform. Through a quarterly business review, I noticed they were manually handling a process that our premium feature could automate. I organized a demo with their operations team, demonstrated the ROI, and worked with them to build a business case for the additional purchase. This led to a 40% increase in contract value and improved efficiency for the customer.
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.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
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See yourself at Twilio
Join the team as our next Senior Customer Success Manager on Twilio’s Segment team.
About the job
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 a Senior Customer Success Manager, Key accounts you will be at the forefront of driving customer satisfaction for our largest customers by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data and communication problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!
Responsibilities
In this role, you’ll:
- Ensure customer success by driving full value realization of the platform.
- Identify customer business outcomes and their aligned value metrics.
- 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 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.
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:
- 4+ years managing enterprise customers with portfolios of $1M+ ACV per client.
- 6+ years in customer-facing roles (CSM, account management, or consulting)
- 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.
- Proven ability to build and sustain relationships with stakeholders across all levels and business units within an organizations
- Intellectually curious, asks critical questions, and challenges ideas for better solutions
- Develops and implements strategies to maximize revenue growth and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics.
- Excellent communication skills for engaging executive stakeholders through presentations and discussions.
- Skilled in problem-solving, able to simplify complex issues and develop actionable strategies for clients.
- Strong collaboration and influence skills to align internal teams and external stakeholders.
- Thrives in dynamic environments, adept at creating structure and processes for high-impact customers.
- Focus on customer satisfaction and retention, with a track record of anticipating needs and delivering tailored solutions.
- Passionate about leveraging data and technology to drive business outcomes.
Location
This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.
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, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $117.272,00 – $146.590,00.
- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $123.792,00 – $154.740,00
- Based in the San Francisco Bay area, California: $130.304,00 – $162,880.00
- This role may be eligible to participate in Twilio’s equity plan and corporate bonus 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.
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 Aug 20th, 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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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