Customer Success Manager

Twilio

. Drive full value realization of the Twilio platform .

Posted 11/5/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management within B2B technology or SaaS environments, with a strong focus on customer strategy development, data-driven insights, and relationship management. Proven ability to drive revenue growth and product adoption through effective stakeholder engagement and collaboration.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementData-Driven InsightsStakeholder Relationship BuildingRevenue Growth Strategies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Strategy DevelopmentData AnalysisSQLAPIsTechnical Problem-Solving

Soft Skills

Excellent CommunicationCollaborationInfluenceProblem-SolvingRelationship Management

Tools & Technologies

Twilio PlatformBusiness Analytics Tools

Industry Keywords

B2B TechnologySaaSFortune 500Annual Recurring RevenueCustomer Engagement

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Drive full value realization of the Twilio platform
Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy
Manage customer relationships as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing
Cultivate relationships with IT, engineering, and development teams to drive engagement
Identify and expand opportunities for customer engagement and account growth
Collaborate with internal teams to optimize implementations and resolve complex technical challenges
Build and nurture stakeholder relationships to unlock expansion opportunities
Partner with Sales on account renewals and expansion strategies
Analyze the customer portfolio to prioritize high-impact risks and opportunities
Develop mitigation plans for high-impact accounts
Become a Twilio platform expert and stay current with data and analytics industry trends
Coordinate technical and customer-maturity discussions across engineering, marketing, product, and support teams

Requirements

What you’ll need

4–6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization
Experience managing significant customer relationships and portfolios representing $5M–$15M+ in annual recurring revenue (ARR) preferred
Proven experience working within or supporting Fortune 500 companies or similarly large organizations
Expertise in customer strategy development and data-driven insights
Ability to build and sustain relationships with stakeholders across all levels and business units
Ability to develop and implement strategies to maximize revenue growth and product adoption
Excellent communication skills for engaging executive stakeholders through presentations and discussions
Problem-solving skills and ability to simplify complex issues into actionable strategies
Strong collaboration and influence skills
Ability to create structure and processes for high-impact customers
Track record of anticipating customer needs and delivering tailored solutions
Passion for leveraging data and technology, including analytics, APIs, and SQL
Approximately 25% travel anticipated
Role is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
Retirement savings program
Equity plan eligibility may apply
Health care insurance
401(k) retirement account
Paid sick time
Paid personal time off
Paid parental leave
Commission eligibility
Employee volunteering and donation support