Because you belong at Twilio

The Who, What, Where and Why

At Twilio SendGrid we’re focused on developing and expanding our world-class, cloud-based customer engagement platform. Twilio SendGrid is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio SendGrid is a fast moving, lean company where every team member has a huge stake in the company’s success.

Who?

At Twilio SendGrid the experience of 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 SendGrid.

About You

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 SendGrid. You thrive on solving new, complex challenges that are unique to your customers and their businesses. You care deeply about building trust with everyone you work with.

Twilio SendGrid is looking for a Customer Success Manager who has a successful track record of working with both technical and non-technical teams. We seek someone with:

• 2-4 years of install base sales, technical support or account management experience
• You have a passion for customers and problem solving
• Proven track record of successfully developing and managing customer relationships, projects and/or software deployments
• You set an example of leadership through actions in areas of character, commitment, communication skills and work ethic
• You are a people person that understands technology, with strong business acumen
• Intermediate analytical and Excel skills
• Extremely detail oriented
• 4 year degree or equivalent experience

What You’ll Do

Your primary responsibility is to ensure that our customers receive an outstanding customer experience. You will work with customers throughout the customer’s lifecycle to ensure customer receives maximum value from our solution. You will work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.

You’ll spend your day:

• Maintain world-class levels of customer retention, customer satisfaction, and ongoing customer engagement
• Closely manage growth and retention programs for our large base of existing customers.
• Obtain an in depth understanding of our products and services
• Work with Sales and Support to ensure smooth handoffs from Sales to Support/Customer Success
• Develop strong relationships with Engineering, Product and Operations to ensure cohesion and shared understanding of goals and initiatives
• Work with customers on escalated issues to ensure the best possible experience
• Respond to email communications assisting customers on product adoption and expansion tasks
• You work closely with your manager on pricing and contract negotiations using skills that balance customer and SendGrid perspectives
• Uncovering expansion opportunities based on customer inquiries
• Drive maximum customer health and retention
• Work with the rest of the Customer Success team implementing customer- focused initiatives designed to expand SendGrid’s revenue footprint, add business value to the customer, create and communicate best practices, and evangelize product value

Why?

Twilio is empowering the world’s developers and enterprise with the technology to build modern, enjoyable communication experiences in their applications. The Customer Success Team is a strategic component in building our customer base and helping businesses improve how they interact with their customers.

The Customer Success Manager is the customer advocate always and is focused on driving usage and adoption as well as customer satisfaction as a whole. You make sure that customers take full advantage of all features and services that SendGrid has to offer. Customer Success Managers are often the first to identify growth and up-sell opportunities.

Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.  

Where?

This position will be located in our office at 1801 California Street, Denver, CO. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Founded in 2008, Twilio has over 1,000 employees, with headquarters in San Francisco and other offices in Bogotá, Denver, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.