Customer Success Manager

Twilio
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Relationship management","Stakeholder management","Problem-solving","Collaboration"]

Drive strategic customer success for Segment’s enterprise accounts, ensuring full value realization of the platform. Develop and execute adoption and satisfaction roadmaps, act as a trusted advisor to executive stakeholders across Engineering, Product, Business Analytics, and Marketing, and coordinate internally to resolve complex technical challenges. Proactively identify risks and expansion opportunities, partner with Sales on renewals, and use data-driven insights to advocate for customer needs and grow retention.

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FursaFursa
Twilio
Twilio
1 day ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Drive strategic customer success for Segment’s enterprise accounts, ensuring full value realization of the platform. Develop and execute adoption and satisfaction roadmaps, act as a trusted advisor to executive stakeholders across Engineering, Product, Business Analytics, and Marketing, and coordinate internally to resolve complex technical challenges. Proactively identify risks and expansion opportunities, partner with Sales on renewals, and use data-driven insights to advocate for customer needs and grow retention.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key 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 as a trusted advisor to executive and senior leadership across key functions.
  • •Cultivate relationships with IT, engineering, and development teams to drive engagement and address adoption challenges.
  • •Analyze portfolio risks and opportunities, develop mitigation and expansion plans, and partner with Sales on renewals.
Travel: Medium travel

Pay and Benefits

Equity and Bonus:Equity
Perks:Health Insurance401kPaid SickPaid LeavePaid Parental

Key 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.
  • •Expertise in customer strategy development using data-driven insights and best practices to optimize client success.
  • •Strong stakeholder relationship-building across levels and business units, with excellent communication for executive discussions.
Experience:Enterprise customersFortune 500Customer successAccount management
Skills:CommunicationRelationship managementStakeholder managementProblem-solvingCollaboration
Languages:English
Tech Stack:SQLAPIsAnalyticsData and analytics

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn