See yourself at Twilio
Join the team as our next Senior Customer Success Manager, ISV
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
This position will give you the opportunity to become a key advisor to our Independent Software Vendors (ISV) 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 proactively drive strategic discussion that zeroes in on what value looks like for your customers. You relentlessly drive the realization of that value and deliver positive business outcomes.
In this role, you’ll:
Own a portfolio (10-15 customers) of strategic/enterprise customers and complete key objectives across the entire portfolio.
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.
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.
Develop success plans and business reviews for customers that outline critical success factors, metrics for success, potential issues, and recommendations.
Effectively collaborate, influence and take the lead in cross functional engagements within Twilio, while expertly prioritizing, driving ownership and delivering desired outcomes for your customers.
Partner with members of Twilio’s Executive Leadership Team to build and maintain executive level relationships within the customers you support.
Build greater advocacy and reference-ability of your customers.
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 standard methodologies, and evangelize product value.
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!
Proven track record of successfully developing and managing customer relationships, including C-level relationships within both your organization and the client organization.
Passion for customers and problem solving.
You are a people person that understands technology, with strong intuition for business 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 proficiency.
Analytical and ability to interpret customer data and trends.
8+ years experience in a customer facing role of a highly technical product, engaging with strategic/enterprise customers.
Strong consulting and project management skills, with proven results working as a strategic advisor to drive value for customers.
CPaaS, Telecommunications, DevOps knowledge/experience.
Prior revenue retention and/or customer success experience.
Familiarity with Independent Software Vendors (ISV).
This role will be Remote and based in the USA. Approximately 25% travel is anticipated
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We 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.
So, 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.
*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.
*If you are a Colorado applicant:
The estimated pay range for this role, based in Colorado, is $87,360 - $137,280
Additionally, this role is eligible to participate in Twilio's equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.