Customer Success Manager, Strategic Accounts
New
T
TwilioCustomer data analytics
Location: Remote - USFull-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
Requirements
- Bring 4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.
- Have experience working within or supporting Fortune 500 companies or similarly large organizations.
- Bring expertise in customer strategy development, using data-driven insights and best practices to optimize client success.
- Build and sustain relationships with stakeholders across organizational levels and business units.
- Develop strategies to maximize revenue growth and product adoption using client needs, market trends, and financial metrics.
- Communicate effectively with executive stakeholders through presentations and discussions.
- Simplify complex problems 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.
- Bring a track record of anticipating customer needs and delivering tailored solutions that support satisfaction and retention.
- Use data and technology, including analytics, APIs, or SQL, to drive business outcomes.
- Anticipate approximately 25% travel.
Responsibilities
- Drive full value realization of the Twilio platform.
- Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
- Manage customer relationships as a trusted advisor to executive and senior leaders in Engineering, Product, Business Analytics, and Marketing.
- Build relationships with IT, engineering, and development teams to drive engagement.
- Identify opportunities to deepen customer engagement and grow accounts.
- Coordinate with internal teams to optimize implementations and resolve complex technical challenges.
- Partner with Sales on account renewals and expansion strategies.
- Analyze the portfolio to prioritize high-impact risks and opportunities, and develop mitigation plans.
- Coordinate technical and customer-maturity discussions across engineering, marketing, product, and support teams.
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