Senior Customer Success Manager (Segment)

Location: Remote within the United States; not eligible for hire in San Francisco, Oakland, San Jose, or surrounding areas. Approximately 15% travel is required for customer and team meetings.

Estimated annual pay: $92,624–$115,780 in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.; $97,768–$122,210 in New York, New Jersey, Washington State, or California outside the San Francisco Bay Area; $102,912–$128,640 in the San Francisco Bay Area. Equity, bonus, and commissions may also apply.

Company

Twilio provides communications and Segment delivers a platform for collecting, transforming, enriching, and distributing customer data across business tools.

What you will do

• Drive full value realization, product adoption, customer satisfaction, retention, and advocacy for strategic enterprise accounts.
• Develop strategic roadmaps and maturity plans aligned with customer goals and business objectives.
• Act as a trusted advisor to executive stakeholders across Engineering, Product, Business Analytics, and Marketing.
• Build relationships with IT, engineering, development, and other customer stakeholders to increase engagement and identify expansion opportunities.
• Partner with Sales on renewals and account growth while analyzing portfolio risks, opportunities, and mitigation plans.
• Coordinate with engineering, product, marketing, support, and professional services teams to optimize implementations and resolve complex technical challenges.

Requirements

• 2+ years managing enterprise customers with portfolios of at least $200,000 ACV per client.
• 3+ years in customer-facing roles such as customer success management, account management, or consulting.
• Experience working within or supporting Fortune 500 companies or similarly large organizations.
• Strong customer strategy, communication, problem-solving, collaboration, and executive stakeholder management skills.
• Experience using data and technology, including analytics, APIs, or SQL, to drive business outcomes.
• Ability to work remotely within the United States, excluding the specified San Francisco Bay Area locations.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Healthcare insurance, retirement savings through a 401(k), paid sick time, and paid personal time off.
• Paid parental leave, wellness leave, and other location-dependent benefits.
• Support for volunteering and charitable contributions.

Hiring process

• Artificial Intelligence may assist with hiring operations, but hiring decisions are made by Twilio employees.
• The role includes a formal interview process; recruitment is not conducted exclusively through text-based messaging applications.