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Senior Customer Success Manager

Posted 8 days agoViewed

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💎 Seniority level: Senior, 5+ years

💸 Salary: 115100.0 - 159700.0 USD per year

🔍 Industry: Customer Success

🏢 Company: Twilio👥 5001-10000💰 $378,215,525 Post-IPO Equity almost 4 years ago🫂 Last layoff over 1 year agoMessagingSMSMobile AppsEnterprise SoftwareSoftware

🗣️ Languages: English

⏳ Experience: 5+ years

Requirements:
  • 5+ years managing enterprise level customers
  • 7+ 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 strategic planning, bringing data-driven insights and best practices to optimize client success
  • Proven ability to build and sustain relationships with executive-level stakeholders, as well as business and technical contacts to help drive accountability within customer organizations
  • Excellent communication skills and presentation skills
  • Ability to distill technical concepts into easily understood insights for non-technical audiences
  • Strong collaboration and influence skills to align internal teams and external stakeholders
  • 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
Responsibilities:
  • Ensure customer success by driving full value realization of the Segment 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 technical and business 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 Segment 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.
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