Customer Success Manager (SaaS)

Location: Remote in the United States; not eligible for hiring in California, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, or Washington, D.C. Approximately 25% travel is anticipated for in-person customer and team meetings.

Company

Twilio provides a communications and customer data platform that helps businesses collect, transform, enrich, and deliver data to business tools at scale.

What you will do

• Drive customer success, platform value realization, product adoption, satisfaction, retention, and advocacy.
• Develop strategic roadmaps and tailored account strategies for strategic customers.
• Act as a trusted advisor to executive and senior stakeholders across engineering, product, analytics, marketing, IT, and development.
• Identify risks, prioritize opportunities, create mitigation plans, and expand customer engagement and account growth.
• Coordinate with sales, professional services, support, engineering, marketing, and product teams on renewals, expansions, implementations, and complex technical challenges.
• Build expertise in the Twilio platform and stay current with data and analytics industry trends.

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 is preferred.
• Experience working within or supporting Fortune 500 companies or similarly large organizations.
• Expertise in customer strategy development and using data-driven insights and best practices to optimize client success.
• Ability to build and sustain relationships with stakeholders across all levels and business units.
• Ability to develop and implement strategies that maximize revenue growth and product adoption using client needs, market trends, and financial metrics.
• Excellent communication, presentation, problem-solving, collaboration, and influence skills, including the ability to simplify complex issues into actionable strategies.
• Ability to create structure and processes for high-impact customers in dynamic environments, anticipate needs, and deliver tailored solutions.
• Passion for using data and technology, such as analytics, APIs, and SQL, to drive business outcomes.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Approximately 25% travel is required.
• Benefits include competitive pay, paid time off, parental and wellness leave, healthcare, retirement savings, paid sick and personal time off, and paid parental leave; offerings vary by location.
• The role may include equity plan participation and commissions.
• Applications are intended to be accepted until November 15, 2026, subject to business needs.

Hiring process

• Applications are accepted through the official Twilio process; a formal interview process is required.
• Twilio uses AI to support hiring efficiency, but hiring decisions are made by Twilio employees.