Senior Customer Success Manager
Remote · Singapore or SG
Job Summary
Senior Customer Success Manager at Twilio, remote-first role based in Singapore. Owns post-sales customer lifecycle for enterprise clients, driving full value realization of the Segment platform, developing strategic roadmaps for product adoption and advocacy, managing relationships with executive and senior leaders across engineering, product, business analytics, and marketing, and partnering with Sales on renewals and expansion. Focuses on maximizing customer satisfaction, retention, and account growth, while staying current with data and analytics trends and coordinating cross-functional efforts to resolve complex technical challenges. Requires 5+ years managing enterprise customers and 7+ years in customer-facing roles, with a track record of working with Fortune 500 companies and delivering data-driven outcomes.
Required Qualifications
- 5+ years managing enterprise level customers
- 7+ years in customer-facing roles (CSM, account management, or consulting)
- Proven experience with Fortune 500 companies or similarly large organizations
- Expert in strategic planning and data-driven insights to optimize client success
- Proven ability to build and sustain relationships with executive-level stakeholders
- Experience maximizing revenue growth, retention and product adoption for assigned portfolio
- Excellent communication and presentation skills
- Ability to distill technical concepts for non-technical audiences
- Strong collaboration and influence across internal and external stakeholders
- Thrives in dynamic environments with process-oriented approaches to high-impact customers
- Bonus: CDPs, ETL, ad- or martech experience
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