# Customer Success Manager

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Customer Success
**Salary:** $93k – $116k/yr
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, Consulting, Customer Strategy, Data Analytics, APIs, SQL, Product Adoption, Account Expansion, Executive Communication, Portfolio Management, Stakeholder Management
**Posted:** 2026-09-09

> Manages enterprise customer relationships, driving platform adoption, retention, value realization, and account expansion. Requires at least three years in customer-facing work, experience with large enterprise accounts, strong executive communication, and familiarity with analytics, APIs, and SQL.

## Job Description

## Responsibilities
- Drive full value realization of the Segment platform and ensure customer success.
- Develop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.
- Manage customer relationships as a trusted advisor to executive and senior leaders across Engineering, Product, Business Analytics, and Marketing.
- Build relationships with IT, engineering, development, and other stakeholder teams to drive engagement.
- Identify opportunities to deepen customer engagement, expand accounts, and support renewals.
- Collaborate with internal teams to optimize implementations and resolve complex technical challenges.
- Analyze the customer portfolio to prioritize risks and opportunities and develop mitigation plans.
- Maintain expertise in the Segment platform and trends in data and analytics.
- Coordinate customer maturity and technical discussions across engineering, marketing, product, and support teams.

## Requirements
- 2+ years managing enterprise customers with portfolios of $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.
- Expertise in customer strategy development and data-driven approaches to client success.
- Ability to build and sustain relationships with stakeholders across organizational levels and business units.
- Excellent communication skills for executive presentations and discussions.
- Strong problem-solving, collaboration, and influence skills.
- Ability to create structure and processes for high-impact customers.
- Track record of improving customer satisfaction and retention.
- Familiarity with data and technology, including analytics, APIs, and SQL.

## Compensation and Benefits
- Estimated annual pay ranges vary by eligible location:
  - Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C.: $92,624–$115,780.
  - New York, New Jersey, Washington State, or California outside the San Francisco Bay Area: $97,768–$122,210.
  - San Francisco Bay Area, California: $102,912–$128,640.
- May be eligible for equity and a corporate bonus plan.
- Eligible for commissions, health insurance, 401(k), paid sick time, paid time off, and paid parental leave.
- Approximately 15% travel is anticipated.

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