Twilio is hiring a Senior Manager, Customer Success

Who We Are At our innovative communication solutions company, we're revolutionizing how businesses interact globally. We deliver groundbreaking platforms to hundreds of thousands of enterprises, empowering developers worldwide to craft personalized customer experiences. Our commitment to remote-first work and inclusive global culture means that regardless of location, you're part of a dynamic team creating meaningful worldwide impact. As we continue transforming interaction paradigms, we're cultivating skills and experiences that make professional growth truly rewarding. Your career trajectory is entirely in your hands. See Yourself with Us Join our team as the next Senior Manager of Customer Success. About the Position We believe organizations should effortlessly manage their data across platforms, with maximum flexibility and minimal complexity. Our unified platform collects, stores, filters, transforms, and distributes data to hundreds of business tools seamlessly. Our mission is simplifying data management, enabling engineers to focus on core product development while we handle complex data processing at scale. The Customer Success Management team serves as the central connection point for our clients, orchestrating post-sales customer lifecycles through cross-functional collaboration. We manage relationships, coordinate internal efforts, drive product adoption, and guide customers in maximizing our ecosystem's potential. Fundamentally, we ensure customers derive substantial value, leading to sustained renewals and relationship growth. As Senior Manager of Customer Success, you'll lead a high-performing team of Senior Customer Success Managers managing our Strategic customer portfolio. You'll coach individual team members, serve as escalation point, and build robust relationships across success, sales, services, research, and marketing domains. With a proven track record, you'll play a pivotal role in refining our customer success strategies and go-to-market approaches. This role perfectly suits strategic customer success visionaries passionate about team development and helping customers overcome complex challenges. Responsibilities: - Lead Senior CSM team managing customer relationships and success planning - Serve as escalation point for most complex enterprise clients - Ensure comprehensive customer platform adoption and value realization - Manage forecast and health assessment reporting - Drive account engagement and retention through cross-functional collaboration Qualifications We value diverse experiences and encourage applicants with non-traditional career paths. Our ideal candidate brings unique perspectives. Required: - 3+ years in customer success leadership - 8+ years customer/account management experience - SaaS background with MarTech interest - Passion for transforming customer experiences - Enterprise client management experience - Proven goal achievement track record - Ability to navigate organizational complexities - Customer-centric communication skills - Negotiation and discovery expertise - Strong team development capabilities Desired: - Team coaching enthusiasm - Talent attraction and development skills - Intellectual curiosity - Customer experience prioritization - Relationship-building mindset - Collaborative problem-solving approach - Strong analytical and interpersonal capabilities Location Remote position with specific state restrictions. Travel Approximately 25% travel anticipated for meaningful connections. Compensation Competitive salary ranges based on location, with comprehensive benefits package. Twilio champions diversity, innovation, and individual potential. We're committed to creating an inclusive environment where everyone can thrive.