Associate Customer Success Manager

**See yourself at Twilio**
Join the team as our next Associate Customer Success Manager
**Who we are & why we're hiring**
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 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 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.
**Responsibilities**
**In this role, you'll**:
- Own a portfolio (10-15 customers) of strategic 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.
**Qualifications**
**Required**:
- 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.
- 4 years experience in a customer facing role of a highly technical product, engaging with strategic/enterprise customers.
**Desired**:
- 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.
**Location**
This role will be based in São Paulo, or remote in Brazil
Approximately 15% 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.
If this role isn't what you're looking for, please consider other open positions.

---