Senior Manager, Customer Success
Role Overview
At Twilio, we believe the best customer interactions are grounded in real-time customer data.
Our unified Customer Engagement Platform combines market-leading communications channels (Messaging, Voice, Video) with powerful Customer Data Platform (CDP) capabilities.
This allows organizations to break down data silos, understand their audience through unified profiles, and orchestrate intelligent, highly personalized customer experiences at scale.
The Customer Success Management team at Twilio is the central touchpoint for our strategic customers, orchestrating the post-sales customer lifecycle in partnership with Professional Services, Sales, Product, and Support.
The team manages executive customer relationships, drives platform adoption, and guides organizations on leveraging customer data to unlock the full power of Twilio’s ecosystem.
Fundamentally, the CSM team ensures customers derive measurable business value from our platform, leading to long-term retention and account expansion.
As Senior Manager of Customer Success for APJ, you will lead a high-performing team of Senior Customer Success Managers overseeing a portfolio of enterprise accounts across the region.
You will coach individual contributors, act as an executive escalation point, and build cross-functional alignment with Sales, Services, Engineering, and Product.
You will play a pivotal role in refining our customer success operating model and regional GTM strategies to accelerate customer growth across APJ.
This is an ideal role for an experienced CS leader who thrives on developing top talent, driving consumption and account health, and helping enterprise clients navigate complex digital transformation challenges.
Full Job Posting
Responsibilities
- In this role, you’ll:
- Lead and inspire a team of Senior CSMs driving account health, platform adoption, usage growth, value realization, and customer advocacy across the APJ region.
- Guide your team in helping enterprise clients execute holistic customer engagement strategies, leveraging both data infrastructure and communication channels.
- Serve as executive escalation contact for strategic accounts, building trusted advisor relationships with enterprise executives across IT, Product, Marketing, and Operations.
- Partner cross-functionally with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and drive usage expansion opportunities.
- Oversee account health tracking, forecasting, and reporting within Salesforce.com, establishing proactive risk identification and mitigation processes.
- Refine local customer success practices to align APJ operations with Twilio's global customer engagement strategy.
Qualifications
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
- Required:
- People Leadership: 3+ years of people management experience in Customer Success, with a proven track record of hiring, coaching, and developing high-performing teams.
- Customer Success Experience: 8+ years of total Customer Success Management or Account Management experience within complex enterprise environments.
- Enterprise Portfolio Management: Experience leading teams that manage Fortune 500 or large, multi-faceted enterprise organizations.
- Regional APJ Execution: Proven ability to navigate complex, multi-regional client structures across APJ, drive platform adoption, and achieve retention and revenue targets (OKRs).
- Strategic Acumen: Comfortable leading business and value conversations with both technical stakeholders (Data, IT, Engineering) and line-of-business executives.
- Leadership Competencies: Empathetic leadership style, exceptional crisis-communication and escalation management skills, and strong executive negotiation capabilities.
- Desired:
- Experience working with usage- or consumption-based revenue models, driving adoption and consumption expansion strategies.
- Background or familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems.
Location
- This role will be remote, and based in Australia.
- Travel
- We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20%-25% travel is anticipated to help you connect in-person in a meaningful way.
- What We Offer
- Working at Twilio offers many benefits, including competitive pay, 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.
- Stay alert to recruitment fraud
- We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps..
- Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
About Twilio
Cloud communications platform providing APIs for SMS, voice, video, and authentication that developers embed directly into their applications.
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