Customer Success Manager, Strategic Accounts

Quick Facts

• Role: Customer Success Manager (Strategic Accounts)

• Work model: Remote with ~25% travel for in-person connection

• Location note: Not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Description

Drive post-sales success for strategic accounts by ensuring customers realize full value from the Twilio platform. Build tailored adoption and satisfaction roadmaps, manage executive stakeholder relationships, and coordinate internally to resolve complex technical challenges. Influence renewals and account growth through proactive risk and opportunity management.

Responsibilities

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

Requirements

• 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 using data-driven insights and best practices.
• Proven ability to build and sustain relationships with stakeholders across all levels and business units.
• Excellent communication skills for engaging executive stakeholders through presentations and discussions.
• Strong problem-solving skills to simplify complex issues and develop actionable strategies.
• Strong collaboration and influence skills to align internal teams and external stakeholders.
• Track record of focusing on customer satisfaction and retention by anticipating needs and delivering tailored solutions.
• Passion for leveraging data and technology (analytics, APIs, SQL) to drive business outcomes.

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• 401(k)
• Paid sick time
• Paid personal time off
• Paid parental leave
• Eligible for equity plan (role-dependent)
• Eligible to earn commissions