Customer Success Manager, SendGrid
Posted on: June 15, 2019
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.
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
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
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
- You have a passion for customers and problem solving
- Proven track record of successfully developing and managing
customer relationships, projects and/or software
- 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
- 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
- Work with customers on escalated issues to ensure the best
- 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
- Uncovering expansion opportunities based on customer
- 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
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
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.
Founded in 2008, Twilio has over 1,000 employees, with headquarters
in San Francisco and other offices in Bogot--, 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
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.
Keywords: Twilio, Denver , Customer Success Manager, SendGrid, Executive , Denver, Colorado
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