Senior Customer Success Manager

📋 Description

• • Join Twilio Inc. as a Senior Customer Success Manager, a pivotal role focused on shaping the future of communications through innovative solutions and empowering millions of developers worldwide. This is a remote position based in Australia, offering the flexibility of working from home while being part of a vibrant, globally inclusive, and diverse team.
• • At Twilio, we are revolutionizing how the world interacts, and you will be instrumental in this mission. We leverage Artificial Intelligence (AI) to enhance our hiring process, ensuring it's efficient, fair, and transparent, though every hiring decision is made by real Twilions, maintaining a human touch.
• • This role is specifically within the Segment team, where we believe companies should seamlessly manage their data. Segment provides a single platform to collect, store, filter, transform, and send data to hundreds of business tools, with advanced capabilities for real-time data enrichment using customer-defined computations. Our objective is to simplify data processing at scale, enabling engineers to focus on their core products.
• • As a Senior Customer Success Manager, you will be the central point of contact for our customers, orchestrating the entire post-sales customer lifecycle. This involves close collaboration with professional services, sales, and support teams to manage customer relationships, drive product adoption, and guide customers to maximize the value derived from our ecosystem.
• • Your primary responsibility will be ensuring customers achieve full value realization from the Segment platform. This includes developing and executing strategic roadmaps focused on product adoption, customer satisfaction, and fostering customer advocacy. You will act as a trusted advisor to executive and senior leadership within customer organizations, spanning Engineering, Product, Business Analytics, and Marketing departments.
• • Cultivating strong relationships with both technical and business teams within client organizations is crucial for driving engagement and ensuring success. You will proactively identify and pursue opportunities to deepen customer engagement and expand account growth, working closely with the Sales team on account renewals and developing expansion strategies.
• • A key aspect of this role involves solving complex challenges and influencing strategic decisions by advocating for customer needs across executive stakeholders. You will be expected to analyze your portfolio of customers to identify high-impact risks and opportunities, developing proactive mitigation plans for at-risk accounts and strategic expansion plans for high-potential ones.
• • You will collaborate effectively with internal Twilio teams, including engineering, marketing, product, and support, to optimize customer implementations and resolve complex technical challenges. Building and nurturing new stakeholder relationships within customer organizations will be essential for unlocking expansion opportunities and ensuring long-term partnership success.
• • To excel in this role, you will need to become an expert on the Segment platform and stay abreast of the latest industry trends in data, analytics, and customer data platforms (CDPs). You will be responsible for leading customer maturity and technical discussions, coordinating solutions internally to meet customer needs.
• • This position offers a unique opportunity to help some of the world's most influential companies solve their toughest data problems. If you are passionate about defining culture and process, driving customer value, and thrive in a dynamic, fast-paced environment, this is the role for you.
• • You will be empowered to create structure and processes for high-impact customers, demonstrating a strong focus on customer satisfaction and retention. Your ability to anticipate customer needs and deliver tailored solutions will be paramount. A passion for leveraging data and technology to drive tangible business outcomes is essential.
• • The role requires approximately 20% travel to connect with customers and colleagues in person, fostering stronger relationships and ensuring meaningful engagement.