Senior Customer Success Manager

4 hours, 2 minutes ago
Full-time
Senior
Customer and Technical Support
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008

Description

  • Drive full value realization of the Segment platform for enterprise customers.
  • Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
  • Manage customer relationships and serve as a trusted advisor to executive and senior stakeholders in Engineering, Product, Business Analytics, and Marketing.
  • Build strong relationships with technical and business teams to drive engagement and accountability.
  • Identify opportunities to deepen customer engagement and expand accounts.
  • Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
  • Partner with Sales on renewals and expansion strategies.
  • Analyze the customer portfolio to prioritize risks, opportunities, and mitigation plans.
  • Become a Segment platform expert and stay current on industry trends in data and analytics.
  • Coordinate internal solutions and customer discussions across engineering, marketing, product, and support teams.

Requirements

  • 5+ years managing enterprise-level customers.
  • 7+ years in customer-facing roles such as customer success, account management, or consulting.
  • Experience working within or supporting Fortune 500 companies or similarly large organizations.
  • Proven ability to build and sustain relationships with executive-level stakeholders and technical and business contacts.
  • Strong strategic planning skills with the ability to use data-driven insights and best practices.
  • Excellent communication and presentation skills.
  • Ability to distill technical concepts into clear insights for non-technical audiences.
  • Strong collaboration and influence skills across internal teams and external stakeholders.
  • Ability to create structure and processes in dynamic, high-impact environments.
  • Experience in CDPs, ETL, ad tech, or martech is a plus.

Benefits

  • Remote role based in Singapore.
  • Approximately 20% travel for meaningful in-person customer and team connection.
  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare benefits.
  • Retirement savings program.

Interested in this position?

Apply directly on the company website

Apply Now

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