Senior Customer Success Manager
T
TwilioCommunications/Data Platform
Remote - USFull-TimeSenior
Salary$92,624 - $128,640
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Job Details
- Experience
- 2+ years managing enterprise customers with portfolios of $200k+ ACV per client; 3+ years in customer-facing roles
- Required Skills
- SQLBusiness AnalysisData AnalysisRESTful APIsStakeholder managementAccount Management
Requirements
- 2+ years managing enterprise customers with portfolios of $200k+ ACV per client.
- 3+ 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 organization.
- 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.
- Passionate about leveraging data and technology (e.g., analytics, APIs, SQL) 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 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.
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