Senior Customer Success Manager

TL;DR

Senior Customer Success Manager (Segment CDP): Driving full value realization and product adoption for enterprise customers using a customer data platform with an accent on strategic roadmaps, relationship management, and expansion opportunities. Focus on analyzing portfolio risks, resolving technical challenges, and partnering with sales for renewals and growth.

Location: Remote, based in Singapore. Approximately 20% travel.

Company

Twilio is a remote-first company building a platform for collecting, storing, filtering, transforming, and sending customer data at scale, empowering developers and businesses worldwide.

What you will do

• Drive customer success by ensuring full value realization of the Segment platform.
• Develop and execute strategic roadmaps for product adoption, satisfaction, and advocacy.
• Manage executive relationships and cultivate engagement with technical and business teams.
• Identify expansion opportunities, mitigate risks, and collaborate on renewals with sales.
• Analyze portfolio for high-impact risks and opportunities, coordinating internal solutions.
• Become a platform expert, staying current with data and analytics trends.

Requirements

• 5+ years managing enterprise-level customers
• 7+ years in customer-facing roles (CSM, account management, or consulting)
• Proven experience with Fortune 500 or large organizations
• Expert in strategic planning and data-driven insights
• Strong executive relationship-building and communication skills
• Ability to distill technical concepts for non-technical audiences
• Thrives in dynamic environments with focus on retention and outcomes

Nice to have

• Experience in CDPs, ETL, ad- or martech

Culture & Benefits

• Remote-first work with strong culture of connection and global inclusion
• Competitive pay, generous time off, parental and wellness leave
• Healthcare, retirement savings program (offerings vary by location)
• Opportunities for volunteering, community impact, and career growth
• Embody Twilio Magic values: solve problems, take initiative, try new things