{"id":3839346,"url":"https://alion.io/job/twilio-customer-success-manager-2","title":"Customer Success Manager","company":{"id":1829,"name":"Twilio","domain":"twilio.com","url":"https://alion.io/company/twilio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":93,"open_postings":20,"ghost_share":0,"stale_share":0.15,"repost_share":0.2,"time_to_fill_p50_days":50,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"SQL","optional":false},{"name":"Twilio","optional":false}],"status":"live","first_seen_at":"2026-11-05T20:26:31Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-10T07:34:04Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Who we are \nAt Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.\nOur dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.\n.\nHiring and how we work\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! \nAlso, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. \n.\nSee yourself at Twilio\nJoin the team as our next Customer Success Manager on Twilio’s Twilio team.\nAbout the job\nAt Twilio, we believe companies should be able to send their data wherever they want, whenever they want, with no fuss. We make this easy with a single platform that collects, stores, filters, transforms, and sends data to hundreds of business tools with the flip of a switch. More recently, we also developed the ability to let customers enrich their data in real time using computations they specify. Our goal is to make it easy to understand, extract value, and protect the integrity of data. We are creating a world where engineers spend their time working on their core product, letting us take care of the complexities of processing their customer data reliably at scale. We’re in the running to take over the entire customer data ecosystem, and we need the best people to take the market. \nThe Customer Success Management team at Twilio is the central touchpoint for our customers, orchestrating the post-sales customer lifecycle in partnership with professional services, sales and support. The team manages the customer relationship, coordinates internally within Twilio, drives product adoption and guides the customer to take full advantage of our ecosystem. Fundamentally, the CSM team ensures customers derive value from our platform, and ultimately renew and grow their relationships with us.\nAs a Customer Success Manager, Strategic accounts you will be at the forefront of driving customer satisfaction by developing tailored strategies that align with both customer goals and company objectives. Your work will directly impact customer retention and growth, as you will solve complex challenges, influence strategic decisions and advocate for customer needs across executive stakeholders. We are looking for CSMs who are passionate about first party data and how it can transform organizations. As a CSM, you will have the opportunity to help some of the world’s most influential companies solve their toughest data problems. So if you get excited about things like defining culture and process, you may be the Customer Success Manager we’re looking for!\nResponsibilities\nIn this role, you’ll:\nEnsure customer success by driving full value realization of the Twilio platform.\nDevelop and execute strategic roadmaps for product adoption, customer satisfaction, and advocacy.\nManage the customer relationship, acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics, and Marketing.\nCultivate strong relationships with IT, engineering, and development teams to drive engagement.\nIdentify and expand opportunities to deepen customer engagement and account growth.\nCollaborate with internal teams to optimize implementations and resolve complex technical challenges.\nBuild and nurture new stakeholder relationships to unlock expansion opportunities.\nPartner with Sales on account renewals and expansion strategies.\nAnalyze your portfolio to prioritize high-impact risks and opportunities.\nProactively identify risks, prioritize opportunities, and develop mitigation plans for high-impact accounts.\nBecome a Twilio platform expert while staying current with industry trends in data and analytics.\nEnsure execution of customer maturity and technical discussions via coordinating solutions internally across engineering, marketing, product, and support teams.\nQualifications \nTwilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!\n*Required:\n4-6 years of direct experience in Customer Success, Account Management, or Strategic Account Management within a B2B technology or SaaS organization.\nExperience managing significant customer relationships and portfolios representing $5M-$15M+ in annual recurring revenue (ARR) preferred.\nProven experience working within or supporting Fortune 500 companies or similarly large organizations.\nExpert in customer strategy development, bringing data-driven insights and best practices to optimize client success.\nProven ability to build and sustain relationships with stakeholders across all levels and business units within an organizations \nIntellectually curious, asks critical questions, and challenges ideas for better solutions\nDevelops and implements strategies to maximize revenue growth and product adoption for the assigned portfolio, leveraging insights into client needs, market trends, and financial metrics.\nExcellent communication skills for engaging executive stakeholders through presentations and discussions.\nSkilled in problem-solving, able to simplify complex issues and develop actionable strategies for clients.\nStrong collaboration and influence skills to align internal teams and external stakeholders.\nThrives in dynamic environments, adept at creating structure and processes for high-impact customers.\nFocus on customer satisfaction and retention, with a track record of anticipating needs and delivering tailored solutions.\nPassionate about leveraging data and technology (e.g., analytics, APIs, SQL) to drive business outcomes.\nLocation\nThis role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.\nTravel \nWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 25% travel is anticipated to help you connect in-person in a meaningful way. \nWhat We Offer\nWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.\nCompensation\n*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.\nThe estimated pay ranges for this role are as follows:\nBased in Colorado, Hawaii, Minnesota or Vermont : $XXX,XXX (Developing Minimum for Tier 3) - $XXX,XXX ( Mid for Tier 3).\nBased in Washington D.C., Illinois, Maryland, Massachusetts or California (outside of the San Francisco Bay Area): $XXX,XXX (Developing Minimum for Tier 2) - $XXX,XXX ( Mid for Tier 2).\nBased in New York, New Jersey, Washington State, or the San Francisco Bay area, California: $XXX,XXX (Developing Minimum for Tier 1) - $XXX,XXX ( Mid for Tier 1).\nThis role may be eligible to participate in Twilio’s equity plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.\nThis role is eligible to earn commissions. \nThe successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. \nApplication deadline information (required for ALL US jobs)\nApplications for this role are intended to be accepted until November 15, 2026 but may change based on business needs. \nTwilio thinks big. Do you?\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n.\nStay alert to recruitment fraud\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n.\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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