Remote opportunity at
TwilioCustomer Success Manager
Twilio is currently hiring a Customer Success Manager to join the team on a remote basis. Twilio operates a platform that allows businesses to collect, store,…
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About This Role
Twilio is currently hiring a Customer Success Manager to join the team on a remote basis. Twilio operates a platform that allows businesses to collect, store, filter, transform, and route data to numerous external business tools, while enabling real-time data enrichment through custom computations. The organization aims to simplify data management so that software engineers can focus on developing core products while relying on scalable customer data processing. As a…
Job Description
Twilio is currently hiring a Customer Success Manager to join the team on a remote basis. Twilio operates a platform that allows businesses to collect, store, filter, transform, and route data to numerous external business tools, while enabling real-time data enrichment through custom computations. The organization aims to simplify data management so that software engineers can focus on developing core products while relying on scalable customer data processing.
As a Customer Success Manager focusing on strategic accounts, the individual will serve as the primary point of contact for post-sales client lifecycles, collaborating closely with sales, support, and professional services units. Responsibilities include directing the post-sales relationship, creating adoption roadmaps, acting as an advisor to senior leadership across engineering, product, analytics, and marketing, and driving account retention and growth. The role involves mitigating high-impact account risks, handling complex technical issues, and advocating for customer needs internally.
Candidates will need to travel approximately 25 percent of the time for customer meetings, functional off-sites, and team gatherings. Applicants must note that this position is not eligible for candidates residing in California, Colorado, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, Vermont, Hawaii, Minnesota, or Washington D.C.
Responsibilities
- Ensure full value realization of the Twilio platform for clients
- Design and execute strategic plans focused on product adoption, client satisfaction, and advocacy
- Serve as a trusted advisor to executive and senior leaders in engineering, product, marketing, and business analytics
- Build relationships with IT, development, and engineering teams to foster engagement
- Identify account expansion opportunities and collaborate with sales on renewal strategies
- Analyze portfolios to prioritize high-impact risks and formulate mitigation plans
- Coordinate internal solutions across marketing, product, support, and engineering teams to facilitate client maturity and technical discussions
- Gain expertise in the Twilio platform while keeping up with analytics and data industry trends
Requirements
- Four to six years of direct work history in strategic account management, account management, or customer success within a B2B technology or SaaS enterprise
- Capacity to travel approximately 25 percent of the time
- Excellence in communication, problem-solving, and building stakeholder relationships across all organizational levels
- Familiarity with leveraging data and technologies such as analytics, APIs, and SQL
Qualifications
- Experience overseeing portfolios or major client relationships representing between $5M and $15M+ in annual recurring revenue
- Background supporting or working within Fortune 500 or similarly large-scale organizations
Core Skills
Benefits
- Competitive pay
- Generous time off
- Paid parental and wellness leave
- Healthcare coverage
- Retirement savings program including a 401(k)
- Commission eligibility
- Participation in the company equity plan
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is remote, but it cannot be performed from California, Colorado, Connecticut, Illinois, Massachusetts, Maryland, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington, Vermont, Hawaii, Minnesota, or Washington D.C.
What is the expected travel requirement?
The position requires approximately 25 percent travel for in-person team gatherings, functional off-sites, and client meetings.
What experience is required for this role?
Applicants must have four to six years of direct experience in customer success, account management, or strategic account management inside a SaaS or B2B technology company.
When does the application window close?
Applications are scheduled to be accepted until November 15, 2026, though this timeline may change depending on business needs.
Sample Interview Questions
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