Manager, Personalized Support

Twilio

. Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers.

Posted 4/21/2026full-timeRemote • California, Connecticut, New Jersey, New York, Pennsylvania, Washington • 🇺🇸 United StatesMid-LevelSenior💰 $116,960 - $171,900 per yearWebsite

About the role

Key responsibilities & impact

Lead a team of Technical Account Managers (TAMs) who are the designated technical contacts for our strategic customers.
Assist customers to resolve complex technical problems, deliver proactive guidance to provide added value through the use of Twilio technologies.
Address technical questions as well as be able to zoom out and look at the larger picture.
Understand customer roadblocks and pain points and advocate in a data driven way with product management and engineering teams.

Requirements

What you’ll need

5+ years experience in management of a technical support team in a web-based software or SaaS company.
Passionate about the customer experience and driving exceptional customer satisfaction results.
Recognize that the only way to do that is to develop and coach your employees, to treat them the same way you would want them to treat your customers.
Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical support managementSaaSKPI reportingdata analysisperformance managementteam collaborationtraining strategiesenablement strategies

Soft Skills

customer experiencecustomer satisfactioncoachingleadershipadvocacyproblem-solvingcommunication