Senior Customer Success Manager

Profile

Because you belong at Twilio
The Who, What, Why and Where
At Twilio, we're focused on developing and expanding our world-class, cloud-based customer engagement platform. Twilio 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.
Who?
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.
You love 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 candidate who has a positive experience 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 acuity with strong communication skills
Strong presentation skills (web, **** accounts) of scaling, mid-market accounts and execute on key objectives and mitigate risk 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 mid-market sales team to drive retention and growth of revenue as well as members of Twilio’s 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.
Why?
Twilio is empowering the world’s developers and enterprises with the technology to build modern, enjoyable communication experiences in their applications. The Customer Success Team is a strategic component in building our customer base and helping businesses improve how they interact with their customers.
The Customer Success Manager is the customer advocate and is focused on driving usage and adoption as well as customer satisfaction. You make sure that customers take full advantage of all features and services that Twilio has to offer. Customer Success Managers are often the first to identify growth and up-sell opportunities.
Where?
This position will be located in our Denver office. We employ diverse talent from all over the world, and we believe great work can be done anywhere. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
About us:
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado.
Salary:
Denver/Boulder Metro:
$99,840 - $137,280
Additionally, this role is eligible to participate in Twilio's equity plan.
An overview of Twilio’s benefits offered is listed below:
Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It’s likely that you don’t think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars. At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:
Healthcare Insurance and Leave
Prescription Drug
Dental
Vision
Flexible Spending and Health Savings Accounts
Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one
Financial Benefits
Short and Long Term Disability Insurance
Life and Accidental Death & Dismemberment Insurance
401(k) Retirement Savings Plan with a match
Reimbursement Programs & Stipends
$65 per month work-from-home stipend
Up to $50 per month for wellness expenses and activities
Up to $30 per month to use towards books/eBooks

Company info

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