Senior Customer Success Manager

Twilio

Senior Customer Success Manager driving tailored strategies for customer satisfaction at Twilio. Collaborating with teams to optimize client outcomes within the data and communications domain.

Posted 7/31/2026full-timeRemote • California, Connecticut, New Jersey, New York, Pennsylvania, Washington • 🇺🇸 United StatesSenior💰 $117,272 - $162,880 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer strategy development and relationship management, focusing on maximizing revenue growth and product adoption through data-driven insights. Skilled in collaborating with cross-functional teams to optimize customer success and satisfaction while navigating complex technical challenges.

Highest-signal resume keywords

Customer Strategy DevelopmentEnterprise Customer ManagementStakeholder Relationship BuildingData-Driven InsightsProblem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementAccount ManagementPortfolio AnalysisRevenue Growth StrategiesProduct Adoption Strategies

Soft Skills

Excellent CommunicationCollaborationInfluenceIntellectual CuriosityAdaptability

Industry Keywords

Fortune 500 ExperienceCustomer SatisfactionTechnical DiscussionsData and Analytics TrendsHigh-Impact Accounts

About the role

Key responsibilities & impact

Ensure customer success by driving full value realization of the platform.
Identify customer business outcomes and their aligned value metrics.
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 IT, engineering, and development 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 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

What you’ll need

4+ years managing enterprise customers with portfolios of $1M+ ACV per client.
6+ 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 customer strategy development, bringing data-driven insights and best practices to optimize client success.
Proven ability to build and sustain relationships with stakeholders across all levels and business units within an organizations
Intellectually curious, asks critical questions, and challenges ideas for better solutions
Develops and implements strategies to maximize revenue growth and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics.
Excellent communication skills for engaging executive stakeholders through presentations and discussions.
Skilled in problem-solving, able to simplify complex issues and develop actionable strategies for clients.
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.

Benefits

Comp & perks

competitive pay
generous time off
ample parental and wellness leave
healthcare
retirement savings program