Senior Customer Success Manager

Twilio

RemotePosted July 31, 2026

About the role

Senior Customer Success Manager on Twilio’s Segment team. The Customer Success Management (CSM) function is the central post-sales touchpoint, orchestrating the customer lifecycle in partnership with professional services, sales, and support. The CSM ensures customers derive value from the platform, drives product adoption, and guides customers to renew and expand their relationships with Twilio.

Senior Customer Success Manager

Twilio

RemotePosted July 31, 2026

About the role

Senior Customer Success Manager on Twilio’s Segment team. The Customer Success Management (CSM) function is the central post-sales touchpoint, orchestrating the customer lifecycle in partnership with professional services, sales, and support. The CSM ensures customers derive value from the platform, drives product adoption, and guides customers to renew and expand their relationships with Twilio.

As a Senior CSM for Key Accounts, you will lead the effort to drive customer satisfaction for our largest customers by developing tailored strategies aligned with customer goals and company objectives. Your work will influence retention and growth as you solve complex challenges, advocate for customer needs across executive stakeholders, and help some of the world’s most influential companies solve their toughest data and communication problems. If you enjoy shaping culture and process, you may be the CSM we’re looking for.

Responsibilities

Drive value realization of the platform and ensure customer success outcomes
Identify customer business outcomes and aligned value metrics
Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy
Manage the customer relationship as a trusted advisor to executives in Engineering, Product, Business Analytics, and Marketing
Cultivate relationships with IT, engineering, and development teams to drive engagement
Identify and expand opportunities to deepen engagement and account growth
Collaborate with internal teams to optimize implementations and resolve technical challenges
Build and nurtur

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As a Senior CSM for Key Accounts, you will lead the effort to drive customer satisfaction for our largest customers by developing tailored strategies aligned with customer goals and company objectives. Your work will influence retention and growth as you solve complex challenges, advocate for customer needs across executive stakeholders, and help some of the world’s most influential companies solve their toughest data and communication problems. If you enjoy shaping culture and process, you may be the CSM we’re looking for.