About the Role
This role leads a team responsible for ensuring high-value customer outcomes across a portfolio of enterprise accounts. The individual will focus on reducing churn, increasing adoption, and identifying expansion opportunities through data-driven strategies and cross-functional collaboration.
Responsibilities
- Lead a team of customer success professionals managing enterprise client relationships
- Develop strategies to improve customer retention and reduce churn rates
- Drive adoption of platform capabilities through proactive engagement plans
- Collaborate with product and engineering teams to relay customer feedback
- Identify expansion opportunities within existing accounts
- Set performance goals and monitor team KPIs
- Conduct regular business reviews with senior client stakeholders
- Mentor team members on best practices in account management
- Oversee onboarding and transition processes for new enterprise clients
- Ensure consistent delivery of service across regions and segments
- Analyze customer health data to guide intervention strategies
- Coordinate with sales teams during renewal cycles
- Develop playbooks for scaling customer success operations
- Manage escalations and critical account issues
- Promote customer advocacy and referenceability
- Implement training programs for team skill development
- Track and report on customer satisfaction and NPS trends
- Align success strategies with product roadmap changes
- Optimize resource allocation across account tiers
- Foster a culture of accountability and continuous improvement
- Use CRM tools to maintain accurate account records
- Ensure compliance with contractual service obligations
- Support quarterly forecasting and revenue planning
- Lead cross-functional initiatives to enhance client outcomes
- Evaluate and integrate new customer success technologies
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on location and role requirements
Team
Part of the global Customer Success organization supporting enterprise clients
Life at Twilio
Employees are encouraged to bring their authentic selves to work, supported by inclusive teams and flexible policies. The culture emphasizes ownership, customer focus, and innovation in a rapidly evolving technology landscape.
The Customer Success Team
This group is responsible for ensuring customers achieve measurable outcomes using the platform. The team works closely with technical and product teams to advocate for client needs and drive long-term value.
Equal Employment Opportunity
The company is committed to equal opportunity regardless of race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.
Available for qualified candidates based on business needs
