At Twilio, we 're focused on developing and expanding our world-class, cloud-based customer engagement platform. Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is a fast moving, lean company where every team member has a huge stake in the company’s success!
Twilio is looking for an individual who lives the Twilio Magic and who can assist our customers and making them successful is one of our most important tasks. Given that our customers pay us over time customer growth and retention is vital to our long-term profitability. We will not be successful unless our customers are continuously receiving value from Twilio.
You excel in a fast paced environment, working as a customer’s internal advocate to remove obstacles that may impede a customer’s experience with Twilio. You thrive on solving new, sophisticated challenges that are unique to your customers and their businesses. You care deeply about building trust with everyone you work with.
Twilio is looking for a Senior Customer Success Manager who has a successful track record of working with both technical and non-technical teams. We seek someone with:
Proven track record of successfully developing and managing customer relationships, including C-level relationships within Twilio and the client organization
Passion for customers and problem solving
You are a people person that understands technology, with strong business acumen and strong communication, both written and verbal
Strong presentation skills (web, phone and onsite), use data to build POV and present it to customer and/or internal partners
High technical aptitude
Analytical and ability to interpret customer data and trends
8+ years experience in a customer facing role of a highly technical product
Your primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the customer’s lifecycle to ensure the customer receives maximum value from our solution. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.
Daily activities and responsibilities:
BE AN OWNER: Lead a portfolio (15 - 25 customers) of strategic/enterprise customers and execute on key objectives across the entire portfolio.
WEAR THE CUSTOMER SHOES: Develop strategic relationships with Twilio customers to deliver maximum value for the customer and Twilio. Ensure customers take full advantage of all features and services resulting in strong customer health and retention.
RUTHLESSLY PRIORITIZE: Understand the organizational structure of the customer company, identifying the areas that present a deep strategic partnership opportunity. Build and grow multiple relationships across a customer’s organization
WRITE IT DOWN: Develop success plans and business reviews for customers that outline critical success factors, metrics for success, potential issues, and recommendations
BE INCLUSIVE: Partner with members of Twilio’s Executive Leadership Team to build and maintain executive level relationships within the customers you support
DRAW THE OWL: Build greater advocacy and reference-ability of your customers
EMPOWER OTHERS: Work with the rest of the Customer Success team implementing customer- focused initiatives designed to expand Twilio’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value