Customer Success Manager, Strategic Accounts

New

TwilioCustomer data

This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.Full-TimeManager

Salary not disclosed

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Job Details

Experience: 4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
Required Skills: SQLRESTful APIsCustomer SuccessAccount ManagementData analytics

Have 4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
Bring experience working with or supporting Fortune 500 companies or similarly large organizations.
Develop customer strategies using data-driven insights and best practices.
Build and sustain relationships with stakeholders across organizational levels and business units.
Develop strategies to grow revenue and product adoption using client needs, market trends, and financial metrics.
Present to and engage executive stakeholders through discussions and presentations.
Simplify complex issues and develop actionable client strategies.
Collaborate with and influence internal teams and external stakeholders.
Create structure and processes for high-impact customers in dynamic environments.
Demonstrate a track record of anticipating customer needs and delivering tailored solutions to support satisfaction and retention.
Use data and technology, including analytics, APIs, or SQL, to drive business outcomes.

Drive full value realization of the Twilio platform for customers.
Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
Manage customer relationships and advise executive and senior leaders across Engineering, Product, Business Analytics, and Marketing.
Build relationships with IT, engineering, and development teams to increase engagement.
Identify opportunities to deepen customer engagement and grow accounts.
Coordinate with internal teams to optimize implementations and resolve complex technical challenges.
Build stakeholder relationships to support expansion opportunities.
Partner with Sales on account renewals and expansion strategies.
Analyze the customer portfolio to prioritize high-impact risks and opportunities, and develop mitigation plans.
Coordinate customer maturity and technical discussions across engineering, marketing, product, and support teams.

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