Senior Customer Success Manager
Twilio
full-time
Posted on:
Location Type: Remote
Location: Australia
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Job Level
About the role
- 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.
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
- Intellectually curious; asks critical questions, and challenges ideas for better solutions
- Develops and implements strategies to maximize revenue growth, retention and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics
- 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
- Thrives in dynamic environments, adept at creating structure and processes for high-impact customers
- 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
- Bonus: experience working in the realm of CDPs, ETL, ad- or martech
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
strategic planningdata-driven insightsrevenue growth strategiescustomer retention strategiesproduct adoption strategiesrisk analysismitigation planningcustomer maturity discussionstechnical problem resolutionstakeholder relationship management
Soft Skills
communication skillspresentation skillscollaboration skillsinfluence skillsrelationship buildingintellectual curiositycritical thinkingadaptabilitycustomer focusproblem-solving