Senior Customer Success Manager, Strategic Accounts at Twilio

Join the team as our next Senior Customer Success Manager, Strategic Accounts on Twilio’s Segment team.

At Segment, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market.

The Customer Success Management team at Segment is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales, and support. The team manages the customer relationship, coordinates internally within Segment, drives product adoption, and guides the customer to take full advantage of our ecosystem. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.

As a Senior Customer Success Manager, Strategic Accounts, you will be at the forefront of driving customer satisfaction by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions, and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first-party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems.

Responsibilities

In this role, you’ll:

• 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 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 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.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.

*Required:

• 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.
• 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 organization.
• 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 (e.g., analytics, APIs, SQL) to drive business outcomes.